Account Specialist

Driven by the mission to democratize education, Paper is the largest provider of educational support, supporting millions of students through partnerships with thousands of school districts. Paper helps deliver true educational equity through their category leading Educational Support System (ESS) that offers virtual access to 24/7 tutors and essay reviewers. Founded in 2014, Paper philosophically believes that all students should be given the tools and resources to reach their academic potential, independent of socio-economic status, geography, language or other barriers. We are headquartered in Montreal, Quebec with remote employees across the US and Canada. Paper is proud to have been named by GSV as one of the most transformational growth companies in digital learning.

This position will work on our Primary Accounts Team which specifically caters to our smaller school partners. With a strong company commitment to equity and accessibility, the Primary Team plays a critical role in ensuring that even our smallest school partners, who typically have much more limited resources, still have an equal opportunity to provide tools to staff and students.

Overall, the Account Specialist's role is about ensuring schools and students are successfully and beneficially utilizing the platform, seeing them through a successful launch and ongoing implementation of the platform, post-onboarding. Your duties will include (but are not limited to):

 

Responsibilities: 

• Serving as primary point of contact with an assigned caseload of school/district partners.
• Conducting strategic outreach to keep accounts engaged and informed.
• Monitoring & tracking platform adoption, usage trends, and early warning signs.
• Identifying, communicating, and mitigating account risk.
• Being a true product expert and translating that into effective troubleshooting, problem-solving and value-add for district partners.
• Fully owning and managing the renewal process.
• Identifying opportunities for upsells, expansions, and deepening engagement.
• Travel onsite to work with school/district partners as needed.

Qualifications: 

• Have past experience in Relationship Management, Client/Customer Service, Program Coordination, Customer/Technical Support, or something comparable.
• Know how to effectively prioritize and manage your workflow to get the job done, especially during high-volume times.
• Are strongly proficient with computer technology and able to work with data and software easily and accurately.
• Learn new platforms/technologies quickly and with sharp attention to detail.
• Excel at written and oral communication.
• Are highly proactive with your work, thinking and planning several steps ahead.
• Are highly team oriented and goal/results-motivated-Moderate to advanced abilities with Excel and Google Suite.
• Have 1-3 years of highly relevant work experience.

Nice to have:

• Have proven experience with account, project, or relationship management.
• Have experience working in a fast-paced startup environment or SaaS business.
• Previous experience in technical support role (or proven capability of technical proficiency/work in the technology industry).
• Experience with CRMs and/or Marketing software like Pipedrive, Salesforce, Hubspot, Constant Contact, etc.
• Experience working in K-12 education.

Job perks:

• We’re remote-first…
• …but we still want to meet you, so we’ll fly you in for annual meetups (sometimes more)
• We’re growing fast, and so will your career
• Monthly stipend to support the growth of your home office
• Unlimited access to tutoring and educational support for children of Paper employees
• Benefits, retirement plan (+ match), stock options, and more

#LI-TP01 #LI-Hybrid

About Paper

Paper offers an exciting, dynamic, inclusive work environment putting excellence at the center of everything we do. Our mission is woven into the fabric of our culture, challenging our team to build meaningful and creative solutions. 

We thrive when we collaborate with each other, and use integrity and selflessness to align our business decisions with our mission. We approach every challenge with positivity, achieving the outcome we want regardless of what gets in the way. Our tenacity propels our hyper-growth, where trust is key and we all strive to make an impact every day.

We believe that diverse teams build better products. Paper does not and will not discriminate on the basis