Account Manager

Role Overview

The Tandem team is looking for an Account Manager to support our growing customer base in new and existing markets. As an Account Manager, you will be the designated point person for our childcare programs from their first use of Tandem to consistent use. You will work directly with the program administrators and directors to continuously understand their current and future staffing needs and subsequently, support them in working effectively with the staff we place. To ensure the staff we place is quality, you will oversee the matching process between the program’s available shifts and the teachers that get booked. To successfully do this, you will communicate directly with the teachers, as well. As you support programs and fulfill their needs, you will have the opportunity to look for and implement strategies that improve the overall teacher placement process and childcare center experience.

You should consider this role if…

• You value creating and maintaining relationships. Our Account Managers are the heart of Tandem – you will be who our customers know and rely on.
• You understand the importance of customer retention. This will require you to consistently invest in our childcare programs through weekly communication, including calls, emails, texts, and quarterly in-person visits/events.
• You consider yourself empathetic and to have high EQ. The childcare administrators and directors will share the challenges and experiences that they have had with Tandem and the overall industry, and you will need to provide a listening ear and genuine support.
• You’re organized and tactical. You’re comfortable with growing to-do lists and context-switching. This role will involve both proactive and reactive support to our childcare programs, which will require you to adapt to shifting priorities and assume various roles to ensure comprehensive support.

Responsibilities

• In this role, you will provide continuous support to our childcare programs once they are onboarded to Tandem, which means they have posted their first staffing need on the website. Support will be provided through weekly calls, emails, texts, and quarterly in-person visits/events.
• You will understand each program's current and future staffing needs. If we aren’t currently aiding them in staffing, you will provide weekly check-ins to ensure we are aware of their current situation.
• You will ultimately work to bring our childcare programs from being a new customer to a retained customer, which is a program that consistently uses Tandem.
• You will ensure account holders understand how to use the Tandem website, which will require you to know the Tandem product inside and out. This may require you to facilitate demos and provide feature updates.
• You will be their primary point person concerning specific teacher feedback and questions.
• You will be a listening ear to any other challenges or experiences they want to share with you. You will always provide support and feedback, as necessary.
• You will aid in facilitating events for customers, including happy hours. This may require travel.
• You will ensure their open shifts are matched with high-quality teachers.
• You will engage with the teachers, as necessary, to ensure you are aware of their availability, challenges, and relevant feedback.
• You will maintain a positive, patient, and professional attitude towards all childcare programs and teachers.
• You will contribute feedback to the product team based on the feedback you receive and ideate. This feedback will aim to improve the quality of the experience we’re providing to programs and teachers.

Qualifications

• 2+ years of experience in an account management, sales, or support role
• Familiar and savvy with technology
• Excellent soft skills and high EQ
• Excellent oral and written communication skills
• Ability to multi-task and work effectively in a fast-paced environment
• Experience with process creation and improvement efforts
• Experience with any of the following is a plus: Working at a start-up; Scaling a product to support new markets; Building a two-sided marketplace or B2B model; Understanding the care industry, specifically childcare centers.
• Being a nice human! This is a non-negotiable.

Why should you apply for this role…?

• You’ll be a key player in taking an early-stage product to new markets and beyond. We’re a team of 20 – there’s no one to pull this off but us! (That sentence should invigorate you.)
• You’ll get the opportunity to tackle a fundamental crisis our nation is facing. The impact you’ll be making every day will affect real people experiencing real challenges.
• You’ll work with an awesome team of people. We’re people that are constantly striving for growth. We love to see both ourselves and our numbers grow :) Growth becomes a reality because we both crave it and push each other towards it.