The Academy Account Manager is a critical role within Duarte’s Academy Operations team. In this role you'll manage end-to-end delivery of our learning programs, driving seamless workshop delivery processes. Partnering with designated Enterprise Account Director(s), this role serves as the primary contact for our customers, from onboarding through post-workshop follow-up. With clear communication and organized execution, the Account Manager ensures an exceptional client experience and operational consistency.

Essential Duties and Responsibilities
Support for Enterprise Account Director Partner / Workshop Success Management

• From the time a buyer signs a contract for Academy services (such as corporate workshops, self-guided on-demand courses, and coaching packages) until the time delivery is complete, serve as the customer’s guide and primary point of contact, as well as the primary point of contact for the learners involved.
• Lead the buyer and other stakeholders through the new customer/new brand onboarding process, setting clear expectations for how we’ll work together, what we’ll need them to do, what they can expect us to do, and when key activities and milestones will occur. Ensure their questions are addressed and ideally anticipated and addressed proactively.
• Lead the buyer and other stakeholders through the delivery and post-workshop process, including the assignment of facilitators, delivery of workshop materials and course links, learner communications and kits, and other pre-workshop steps. 
• Provide buyer and learner technical set up, support, data tracking, communication templates, financial and budget tracking, registration support, and others as customer engagement is defined.
• Gather billing requirements, credit checks, and other vendor information for assigned accounts and partner with accounting on invoicing.
• Add learner info to email drip campaign for continued learning post-workshop
• Take the lead on any problem solving that needs to be done in service of successful delivery of the program. Engage appropriate Duarte team members as needed to solve problems collaboratively and efficiently.
• Delight the customer with excellent, timely and empathetic communication throughout the engagement. Establish and uphold a culture of mutual accountability with clients and Duarte team members.
• Provide clear and concise project updates on a consistent basis to various internal and external stakeholders
• Prepare client-facing documents, including contracts, and post-project summaries, to enhance client satisfaction and engagement.

Serving Duarte and its Culture

• Build trust and credibility with internal and external team members
• Manage multiple work streams, coordinating multiple calendars and resources to provide timely client responses & deliverables.
• Maintain accurate record-keeping in Salesforce as a tool for building and maintaining a knowledge base of buyers and other relationships. 
• Maintain accurate record-keeping in calendar invite to ensure facilitators & producers are up to date with rosters, links, and client nuances
• Stay current on Duarte training products, pricing plans, and marketing assets and share updates with prospects and customers

Additional Responsibilities

• Act as a producer when needed, resolving technical issues, addressing chat questions, enhancing learner engagement, and gaining insight into Duarte’s workshops and customer experience.
• Participate in initiatives to scale Academy offerings, including global expansion and train-the-trainer programs.
• Contribute to operational improvements that enhance the client and internal stakeholder experience including efficiencies in contracting and project management.
• Other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• 3-5+ years of experience in account management, customer success, or project management roles.
• Experience creating and managing contracts or SOWs preferred.
• Background in supporting enterprise-level accounts is a plus.
• A degree in Marketing, Communications, Journalism, Business Administration, or relevant field is helpful to have, but not required
• Exhibits the Duarte values (Belong /Lead/Innovate/Serve) in all decisions and actions

Skills Required

• Strong organizational and multitasking abilities, with meticulous attention to detail.
• Excellent verbal and written communication skills.
• Proficiency with CRM tools (e.g., Salesforce) and contract management systems.
• Ability to manage multiple stakeholders and prioritize tasks effectively.
• Collaborative mindset, with a focus on building strong relationships across teams.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with project management tools and workflows.

Language Skills 

Ability to read and interpret documents such as contracts, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Reasoning Ability 

Ability to solve practical problems and deal with a variety of concrete variables in situations changing frequently. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. Specific vision abilities required by this job include close vision. 

Compensation

Employees new to Duarte typically come in at the start of the pay range. Duarte focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that includes monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for employees).

Base pay range (National Average) per year: $61,304 - $79,696