Account Manager

ABOUT 4MATIV TECHNOLOGIES, INC.

4MATIV Technologies manages multi-modal mobility for school systems nationwide with technology to expand options and enhance service. We envision a future where all children have access to the learning opportunities that maximize their potential, and we are reimagining transportation to accelerate student outcomes. 

We partner with schools to improve service, safety, and holistic sustainability, ensuring all students have access to the right ride. Currently, we manage transportation for over 50 school districts across cities including Houston, Indianapolis, Minneapolis-St. Paul, and Phoenix, simplifying operations and expanding services for families. Every school day, 4MATIV manages outsourced vendors and operates a contact center supporting more than 22,000 student trips across over 1,000 routes for schools across the country.

Our team is committed to:

• Working shoulder-to-shoulder with our clients as a mission-aligned and trusted partner
• Building user-centered products to create lasting impact for districts and students
• Valuing diversity of perspectives and experiences
• Care for every detail and outcome
• Highest standards of service and safety
• Constant learning and improvement

POSITION OVERVIEW

The Account Manager is a highly organized and customer-focused individual who will serve as the primary point of contact for operational staff at assigned schools. This role requires managing strong relationships, ensuring the seamless execution of school transportation services, and providing a high level of service throughout the contract lifecycle. The ideal candidate will oversee communication, problem-solving, and service design, working with various internal teams to meet client needs and exceed expectations.

Responsibilities also include monitoring operational performance, addressing service changes, and ensuring the effective configuration and training of the TOMS system. This role demands an individual who is passionate about making a positive impact, driven to deliver results, and committed to maintaining the highest quality service for both schools and families.

LOCATION

• Colombus, OH
• Hybrid: Primarily remote with weekly in-person responsibilities at school locations and travel 2-3 times per year.

RESPONSIBILITIES

Customer Relationship Management: Manage the relationship and daily communications with the operational staff at your assigned schools as their primary point of contact. Maintain constant, clear, and responsive communications throughout the duration of the contract, marshalling resources and supports from across the organization to deliver on all our commitments and ensure success and contract renewal.

Needs Assessment & Service Design: Uncover your school’s needs, wants, service parameters and goals and work with 4MATIV operations and account directors, safety, routing and product teams to ensure service at the beginning of the year is put into place to meet all service requirements and that solutions evolve as the year goes on. Maintain a deep and detailed understanding of your school’s service details, highest needs students, and challenge areas. Ensure service change requests are resolved on schedule and all communications complete with all affected parties weekly.

Service Assurance & Problem Solving: Monitor regular operational performance and services to your schools to ensure all needs are met and the school is receiving top quality support and results. Engage regularly to understand your school’s challenges, research issues, and work with 4MATIV operations and account directors, safety, the call center & ops team, routing team, data ops and product teams to ensure timely solutions are put into place.

Technical Product Configuration and Support: Ensure 4MATIV’s TOMS system is properly configured for your client schools, including users and permission, hotlines, text groups, checks of student data, accommodations, calendars, early releases, special routes and notes, and other unique considerations. Support TOMS training and ensure all school users are trained in and exhibit proper system use.

Education & Experience

• Bachelor's degree in business, marketing, or a related field preferred.
• 3+ years of experience in sales, customer service or a similar role.
• Experience working with schools and/or transportation operations is a plus.
• Proficiency in both Microsoft and Google product suites. 

Core Competencies

• Belief in our mission - A desire to do good and make an impact. Our ideal candidate is compelled by the problem we are solving for schools and families, and interested in contributing to the solution.
• Commitment to Results - A relentless desire to exceed goals and provide a high standard of work. Self-motivation and action-orientation. A willingness to get whatever support is necessary from across the organization and pursue issues through to resolution and results without a need to take credit. A capacity to prioritize work based on the most pressing client needs.
• Care & Service Orientation - A demonstrable and intense care for the highest quality of service, unflappable respect and goodwill towards our customers – even in challenging interactions, and a humble and non-defensive disposition when accepting criticism on behalf of an operation and owning failures.
• Strong Interpersonal Skills - Sense of humor and ability to work in a dynamic environment with different types of customers – from superintendents and company CEOs to drivers, and students & families experiencing homelessness.
• Strategic Vision and Agility - Ability to think strategically, anticipate future consequences and trends and incorporate them into service delivery.
• Collaborative, Partnership Mindset - A desire and ability to collaborate across 4MATIV teams and to deepen our partnership with schools. Ability to receive and give constructive feedback in order to improve service and get results for customers.

Salary Range: $60,000 – $80,000, per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance