Associate Account Manager

Job description

**About Athlete to Athlete** Athlete To Athlete connects NCAA athletes with youth athletes for one-on-one mentorship. Since launching four years ago, we have worked with more than 35,000 athletes, grown more than 100% each year, and are on track to facilitate over one hundred thousand mentorship sessions this year. **Role Summary**Own the customer relationship post-sale, ensuring families stay engaged, satisfied, and continue in their mentorship program. Serves as the primary point of contact for a dedicated portfolio of accounts from onboarding through renewal. As we continue in rapid growth mode, this role is based on-site and requires the Associate Account Manager to be in the office five days a week. Weekly schedules may include weekend coverage depending on team needs; specific shift days will be discussed during the interview process. ### Key Responsibilities - Manage a dedicated portfolio of customers and mentor accounts as their main point of contact throughout their time with A2A. - Conduct proactive outreach (calls, texts, and emails) to check in on engagement, address concerns, and reinforce program value. - Monitor account health signals to catch at-risk families and mentors early and intervene before they churn. - Own the renewal conversation for your accounts, including timing outreach, handling hesitation, and presenting upgrade options. - Coordinate with the mentors and customers to resolve issues affecting your accounts, such as scheduling conflicts or mentor changes. - Maintain accurate, complete notes on every account so no context is lost between touchpoints. - Run onboarding calls for both mentors and customers to ensure that they are set up for success. ### Qualifications Manage a dedicated portfolio of customers and mentor accounts as their main point of contact throughout their time with A2A. - Conduct proactive outreach (calls, texts, and emails) to check in on engagement, address concerns, and reinforce program value. - Monitor account health signals to catch at-risk families and mentors early and intervene before they churn. - Own the renewal conversation for your accounts, including timing outreach, handling hesitation, and presenting upgrade options. - Coordinate with the mentors and customers to resolve issues affecting your accounts, such as scheduling conflicts or mentor changes. - Maintain accurate, complete notes on every account so no context is lost between touchpoints. - Run onboarding calls for both mentors and customers to ensure that they are set up for success. - Excellent written and verbal communication skills. - Comfortable managing a high volume of ongoing relationships and follow-ups. - Strong organization, attention to detail, and follow-through. - Comfortable learning CRM systems and account management tools. ### What will make you successful - You love talking to people. You're energized by conversations and build trust quickly, even with families you've never met. - You handle objections well. You understand hesitation is part of the job and know how to listen, address concerns, and keep the relationship strong. - You're coachable. You actively seek feedback and improve your conversations, retention tactics, and account strategy. - You're competitive. Whether through sports, academics, work, or personal goals, you're motivated by hitting measurable retention and renewal targets. - You stay organized. Every account receives timely follow-up, accurate notes, and a clear next step. - You take ownership. You treat every account like it's your own business and care about creating a great experience for every family. - You're dependable. Leadership knows they can rely on you to consistently retain accounts and flag risk early. ### Nice to Have - Internship or part-time experience in customer success, account management, or sales. - Competitive athletic background. - Experience in customer service, retail, hospitality, recruiting, or another customer-facing role. - Experience using HubSpot, Salesforce, or another CRM. - Passion for youth and college sports.