Position SummaryThe Account Manager, Strategic Partnerships owns the full post-sale lifecycle for every strategic account acquired by the Senior Manager, Academic Growth and Partnerships, and the two Strategic Partnerships Managers, New Logo Acquisition. The Account Manager will own a defined portfolio of corporate, academic, and other institutional partners. Portfolio assignments will be based on account complexity, strategic value, renewal timing, customer risk, and expansion potential. The portfolio will include accounts transitioned from New Logo Acquisition and designated existing accounts.
Onboarding new accounts to take place within five business days of assignment, review the documented sales handoff, customer objectives, products purchased, commitments made, stakeholders, and open risks. Within 10 business days, establish the account plan and initiate the appropriate onboarding path. The Business Development Coordinator will support contract administration, CRM processing, and related operational follow-up. This role is responsible for driving adoption of CMA, CSCA, FMAA, and micro-credentials within the new accounts, managing renewals, and converting standalone accounts to the Corporate Champion Bundle.
Position ResponsibilitiesAccount Onboarding & Handoff Intake- Own the post-sale relationship for assigned accounts following a documented handoff. The role does not carry primary responsibility for prospecting or closing new organizations, except where an existing-account expansion requires handing off a new referral from the New Logo Acquisition team and academic accounts.
- Receive 100% of newly-closed accounts from both Strategic Partnerships Managers - New Logo Acquisition and Senior Manager Academic Growth & Partnership within 5 business days of close, per the closing team's handoff requirement.
- Complete structured onboarding on accounts that have been closed by sales.
- Setup Salesforce account plus 30/60/90-day touchpoints for 100% of received accounts within 10 business days of receipt.
- Confirm account details, product mix, and any first-sale commitments made before beginning active account management.
Renewal & Retention- Own the renewal cycle for the full managed portfolio of corporate membership, targeting a 90% renewal rate across all accounts.
- Serve as the primary relationship manager for the assigned account base, ensuring alignment with customers' goals and ongoing value delivery.
- Identify at-risk accounts early and build retention plans before renewal conversations, rather than reacting at the renewal date.
Expansion, Upskilling & Bundle Growth- Deliver agreed retention and expansion performance for the assigned portfolio. Expansion may include increased seat count, Corporate Champion Bundle adoption, CMA cohort sponsorship, certifications, learning, micro-credentials, and corporate membership growth. Specific fiscal year targets will be finalized following portfolio assignment and baseline review
Reporting & Collaboration- Maintain complete, accurate Salesforce records for the full managed portfolio, including consistent deal-type tagging to distinguish renewal/expansion revenue from new-logo revenue.
- Flag Top 50-caliber accounts back to leadership as they emerge through expansion activity, supporting the Top 50 Account Program pipeline.
- Coordinate with both Strategic Partnerships Managers - New Logo Acquisition on handoff quality and any account-history context needed to manage the relationship well.
- Partner with the Business Development Coordinator on renewal administration, contract paperwork, and CRM updates.
- Refer net-new organizational opportunities that arise outside an assigned account relationship to the New Logo Acquisition team in accordance with the Americas account-ownership and sales-crediting process.
- Provide market insights and account-level competitive intelligence to leadership, particularly where expansion conversations reveal competitive threats to renewal.
Position Requirements- 5-7 years of experience in account management, customer success, or relationship management within B2B, association, credentialing, or subscription-based organizations.
- Bachelor's degree required.
- Demonstrated track record of growing and retaining an existing account base - renewal rate and expansion revenue.
- Experience managing a large, varied portfolio of accounts simultaneously, prioritizing based on renewal timing, risk, and expansion potential.
- Strong relationship-building and consultative skills; comfortable operating as a long-term steward of a relationship rather than closing and moving on.
- Experience promoting or cross-selling professional certifications, learning programs, or membership solutions is highly preferred.
- Excellent communication, presentation, and interpersonal skills.
- Proficiency with Microsoft Office and Salesforce, including disciplined deal-type tagging to distinguish renewal, expansion, and new-logo revenue.
- Ability to travel domestically up to 15%.
