Digital Account Representative

Job Title
Digital Account Representative
Job ID
Work Remote
Work Hybrid
Northampton,  MA 01060
Other Location
Pioneer Valley Books is a leading publisher of award-winning literacy resources. We are committed to providing quality books for children learning to read and resources that support teachers in their work. Our customers passionately love our products, and our company continues to grow.

The Digital Account Representative will be responsible for building and maintaining strong business relationships with our clients and will act as a liaison between the company and our Digital Reader (DR) customers. With a focus on proactive outreach, the Account Representative is responsible for providing strategic planning assistance, proper setup guidance, and an extra layer of customer service to District/School account users of the platform, in addition to providing immediate, effective support when issues arise. This role reports to the Manager of Digital Support and works in collaboration with the Support and Customer Service Teams to ensure that future orders are accurate and each account has everything it needs to succeed.

Key Duties
  • Act as the main point of contact for Account Administrators using our digital products.
  • Provide outreach to clients on a regular basis (time frames will vary based on individual client needs) and connect as often as necessary to give our clients the best account planning possible.
  • Build a rapport and continue to strengthen client relationships to ensure we create and maintain long-term partnerships.
  • Develop a thorough understanding of each account assigned, identify pain points, and analyze existing data to determine future needs.
  • Work in tandem with the integration team, looping them into pertinent discussions with clients who are looking to automate their rostering and/or implement Single Sign-On options.
  • Provide general information about cost and licensing options for the Digital Reader.
  • Obtain and/or maintain accurate client records, track subscription end dates, and anticipate renewal needs/requirements.
  • Meet regularly with various members of the team to discuss account progress and brainstorm ideas for improvement regarding our processes and the product itself, including features, functionality, and/or anything else that improves the customer experience.
  • Communicate regularly with the Development team on emerging technical issues and help resolve accordingly.
Our ideal candidate will possess the following qualities:
  • High School Diploma or equivalent is required; Bachelor’s degree in a related field is strongly preferred, or equivalent combination of post-high school education and related work experience
  • Support and/or Customer Service experience required
  • Strong communication and interpersonal skills with the ability to work effectively and collaboratively with internal and external customers
  • Reasonable technical savvy:
    • Demonstrable working knowledge of Microsoft Suite and/or Google Suite
    • Confidence in managing multiple applications related to a customer service environment, such as order management and CRM platforms, customer-facing company websites, and ticketing systems
    • Working knowledge of internal communication tools such as email, Slack, and Zoom
    • Basic understanding of databases
    • Familiarity with ZenDesk or NetSuite is a plus
  • Proven ability to effectively collaborate in a cross-functional environment
  • Exceptional organizational skills, with attention to detail to ensure a high degree of accuracy
  • Ability to prioritize tasks, manage time efficiently, and work well under pressure to meet deadlines
  • Ability to juggle multiple projects and determine shifting priorities
  • Experience interacting positively with customers to ensure consistent and prompt communication
  • Works well both within a team environment and independently
Experience with any of the following will be considered an additional asset: elementary or literacy education, educational publishing in grades K–12, or educational technology.

Currently, this position is full-time remote, with plans to transition to an on-site role in the future. However, we may consider continuing this role as remote or remote/in-person hybrid, depending on candidate qualifications and ability to effectively work remotely.

Our company office is located in Northampton, MA. We offer a competitive compensation and benefits package and a small, welcoming, pet-friendly office environment. If this sounds like your kind of job, we’d like to know! Please respond with a letter of interest and résumé. No phone calls please.

Pioneer Valley Books is an Equal Opportunity Employer and values diversity. M/F/D/V/SO

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