Strategic Account Manager

Strategic Account Manager

About Orijin

Founded in 2014, Orijin’s mission is to rewrite every justice-impacted person’s story, allowing each to re-enter society with renewed career-readiness, re-skilled education, and training through a customized pathway, to rebuild their lives and create sustainable employment. Orijin provides a robust cloud-based learning and communications platform delivered on secure tablet computers and other devices in hundreds of correctional facilities across the country. Orijin is a public benefit corporation and certified B Corporation that never charges incarcerated individuals or their families for its technology or services. To learn more, go to <https://Orijin.works>

About The Role

The Strategic Account Manager (SAM) leads Orijin’s efforts to ensure client success and growth. Reporting to the Director of Strategic Account Management and working closely with the sales team, the SAM is responsible for the overall success and growth of our customer accounts, including leading regular checkpoints with clients in order to drive engagement in the programs, see measurable outcomes and manage renewals and upsell business with that account. As customers expand their deployments of the Orijin Platform, the SAM helps Orijin increase our impact throughout the jurisdiction and advance our mission. This position is responsible for achieving quarterly renewal and upsell bookings targets which are important for Orijin meeting its financial goals.

As Orijin is growing, we are looking for an experienced leader who will roll up her/his sleeves and achieve the following outcomes:

Develop the communication cadence with customer staff, ensuring we are aligned in meeting the outcomes goals for the tablet program

Execute a customer success strategy influenced and driven by data analytics

Implement the crafted plan to increase student use of the Orijin platform

Manage the contract of existing customers which includes presenting and negotiating renewals and upsells

Provide thought leadership and execution to scale the overall growth of the company ensuring we maintain a tight, cohesive, and values-aligned culture along with a strong customer-focused orientation

Responsibilities/Qualifications

Ensure a smooth transition from Support and Implementation to Strategic Account Management, accelerating Orijin Platform adoption, usage and course completion.

Develop and execute a data-driven customer success strategy to enhance Platform utilization and student outcomes.

Set up and lead regular customer check-in meetings to review goals, usage data, and action items, and provide ongoing training to client staff.

Develop expertise in all Orijin content and functionality in order to confidently promote to customers

Collaborate with clients to identify training needs and ensure their staff is proficient with Orijin products.

Identify and address risk areas in collaboration with Sales to support renewals and upsells, and ensure customer satisfaction.

Work with the data team to deliver and interpret meaningful data, assisting clients in understanding and using this data to drive success. Provide actionable insights through monthly or quarterly reviews.

Coordinate with Sales, Product, Implementation, and Training teams to ensure a high-quality, integrated customer experience that supports renewal and expansion.

Provide monthly or quarterly data reports to client leadership, highlighting successes and areas for improvement.

Manage renewal timing and discussion for each customer by preparing quotes to ensure on time payment and continuity of service

Upsell current contracts towards a sales target to achieve overall growth goals for the SAM team and individual goals and increase the breadth and depth of the impact Orijin has with each customer

Qualifications

• Track record of strong outcomes working in account management within educational technology or a similar industry, servicing medium to large government customers.
• Track record of meeting or exceeding annual goals and achieving high customer satisfaction.
• Strong judgment, problem-solving skills, and excellent communication abilities.
• Ability to manage multiple customers simultaneously with effective time management.
• Understanding of educational programs and standards to effectively support and engage with clients.
• Belief in Orijin’s mission to reduce recidivism and improve the life chances of incarcerated learners and returning citizens
• Background in Account Management or Sales a plus

Location and Travel

• Remote (Eastern Time working hours)
• Travel: Up to 20% will be field based