Account Manager

2U   •  

Lanham, MD

Industry: Education.

  •  

Less than 5 years

Posted 238 days ago

This job is no longer available.

What We're Looking For:

The Faculty Support team integral to 2U's Post Enrollment Services group and is responsible for working with faculty from partner institutions and ensuring their success as they teach using 2U’s technology in the virtual environment. This position involves being the liaison between 2U and faculty members, and ensuring a positive, rewarding, and success relationship is continuously fostered.   The Account Manager will be responsible for developing and executing a growth plan that focuses on the relationship aspect between 2U and faculty members. The Account Manager enhances the faculty experience by providing take-charge, comprehensive and exceptional customer service. This requires showcasing white-glove service to faculty during the day-to-day operations and communications. The Account Manager is an individual who is incredibly organized, technically savvy, comfortable with online technologies, and is familiar with Adobe Connect or other video sharing platforms. Teamwork is crucial, as this role will also be encompassing all responsibilities of the rest of the Faculty Support Team on a per-needed basis.   The Account Manager must have knowledge of the inner workings of the PES Department and the ability to communicate effectively across team and departmental lines, as they will be the contact to collaborate with PES leadership, Faculty Training & Enrichment, Customer Support Operations, and other teams to ensure issues are resolved in a timely manner.   Flexible - ability to work days, evenings, or weekends depending on the business need.   Responsibilities Include, But Are Not Limited To:

  • Be the single point of contact to the faculty; the known face of 2U with contacts across multi-levels; Acting as primary interface between 2U, faculty, and internal teams
  • Be the internal 2U expert on facultyexperience, organization, operations, and key personnel
  • Create, Develop and maintain account plans covering faculty relationship management and 2Us the growth of 2Us services
  • Embody strategies for successful approaches with account management, deliverable management, issue and complaint management as well as resolving escalations 
  • Develop strategies and methodologies to proactively check ­in with faculty in assigned programs
  • Translate program priorities into actionable themes that will inform faculty training and support interactions
  • Responsible for hosting calls with faculty/university contacts as required to review service performance, manage expectations, and track deliverables across all university programs. Drive participation from other 2U teams as appropriate
  • Work with university partners to ensure end of term survey scores are sustained at an appropriate satisfaction level
  • Work with training team to ensure faculty members are appropriately trained and understand how to use 2Us platform.
  • Responsible for setting up technical accounts and permissions for faculty within assigned programs
  • Collaborate with Operations teams to monitor faculty issues/complaints originating from Universities, directly from faculty and internal constituents and work with appropriate cross-functional teams in communicating and resolving these issues
  • Adapt to changing business requirements and set appropriate goals to achieve service excellence
  • Provide exceptional service and support to faculty and students with technical issues in the Learning Management System (LMS), Adobe Connect, and othertechnology platforms
  • Work with cross-functional teams to proactively engage in appropriate dialog to ensure document and/or authorization changes impacting operating results are managed to mutual benefit to 2U and the university program
  • Manage and support GM, Ops, and Student Support in assigned programs
  • Establish and manage priorities in case of competing resources
  • Be a model change agent, challenge the status quo, and bring creative solutions
  • Maintain white­ glove service approach in every activity and interaction
  • Occasional travel to programs sites
  • Other duties as assigned

Things That Should Be In Your Background:

  • Bachelor’s degreerequired
  • Previous account management/client services experience
  • Minimum 3 yearexperience working in a service-oriented, customer support, technical support or related field (experience providing service in a collegiate, university or online environment a strong plus)
  • Advanced computer skills (Current Microsoft & Apple OS, Microsoft Office, Chrome, Firefox, Safari, IE, Google Applications)
  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Organizational skills with exceptional attention to detail and a high sense of urgency
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations

Other Attributes That Will Help You in This Role:

  • Bachelor’s degreerequired
  • Previous account management/client services experience
  • Minimum 3 yearexperience working in a service-oriented, customer support, technical support or related field (experience providing service in a collegiate, university or online environment a strong plus)
  • Advanced computer skills (Current Microsoft & Apple OS, Microsoft Office, Chrome, Firefox, Safari, IE, Google Applications)
  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Organizational skills with exceptional attention to detail and a high sense of urgency
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations