Digital Account Manager

History & Mission 

Founded in 2014 in Montreal, Canada, Paper is an educational support system (ESS) for K-12 schools across North America. The company’s fundamental mission is to bridge the gap between what schools provide and what students need to succeed. As a personalized learning platform that empowers all students and maximizes their lifetime potential, Paper’s team of vetted and trained educators offer 1:1 online tutoring for any subject, at any time. Students communicate with these educators about their challenges with classwork and solve their problems collaboratively via a rich, text-based environment.

Paper closed its first public school deal in 2018 and has subsequently signed numerous districts onto its platform. In 2019, Paper generated $1 million in annual recurring revenue (ARR) and exited 2022 with $68 million ARR. Paper has grown from 174 employees in 2019 to over 1800 employees currently (split between FTEs and Part-time Tutors). 

Today, Paper serves more than 3 million students from over 400+ school districts across 40 US States and Canada with headquarters in both Montreal and Las Vegas. Paper integrates directly into a school district’s existing IT infrastructure and leverages technology to equip all students with personalized learning to maximize outcomes.

Solutions 

The Paper ESS is comprised of three key solutions allowing each student to build a learning profile that is informed by data collected throughout their academic journey and augmented by the data of Paper’s growing network of learners across North America. Since its founding, the company has been optimizing its product and has evolved into a per-student annual subscription license that targets public school districts as the primary customer.

1. Personalized Tutoring: Paper provides students with 24/7 access to tutoring in any subject, anytime from anywhere. Various communication features (including text, voice notes, and a virtual whiteboard) ensure students have an experience that best suits their preferred learning style. Support is available in English, Spanish, French, & Mandarin.

2. Practice Center: Paper provides practice tools that support in-class and at-home academic practice in engaging formats that focus on their zone of proximal development, including Math, English, Language, Arts, and Reading fluency.

3. College and Career Readiness: Paper provides students with resources that prepare them for life after high school, including academic planning, college and career readiness tools, work-based learning, and micro-credentials. Paper helps ensure every student’s education leads to a successful career outcome, whether through a degree or going into the workforce.

Additionally, the company’s platform delivers a portal for teachers and administrators to gain data and analysis of a student’s competencies and progress. 

Financial Sponsors

Since its founding, Paper has raised over $390 million in financing. In 2016, the company received $1.6 million in seed funding, led by Birchmere Ventures, followed by $7.5 million in a Series A round led by Reach Capital and Bullpen Capital, with participation from Google. In 2020, Paper raised an additional $11 million in funding led by Framework Venture Partners and Salesforce. In June of 2021, the company closed a $100 million Series C led by IVP, and the following year in 2022, Paper closed a Series D financing of $270 million led by Softbank and Sapphire Ventures. 

The Opportunity

Paper grew at an incredibly rapid pace over the COVID-19 pandemic when the world experienced a sudden shift away from the classroom and forced rapid adoption of online learning, education, and virtual tutoring. Post-pandemic, with the democratization of Generative AI and the shift in federal funding, Paper is refocusing its efforts towards a path to profitability.

Job Summary

This role will be working closely with the General Manager, Digital Accounts and the Customer Engagement Program Manager . You will join our team in a hybrid role that combines elements of account management and customer success. You will be responsible for driving activation of the Paper platform at the site levels while also being responsible for their retention and expansion of the districts.

Job Description

Responsibilities:

Account Management:

• Develop and maintain relationships with existing clients and key stakeholders, serving as their primary point of contact for all account-related matters.
• Understand clients' business needs and objectives, and identify opportunities for renewal, upselling or cross-selling our products/services to meet those needs. This may include: expansion of seats, consumption improvement, HDT prescription.
• Monitor account health and performance metrics, and take proactive steps to address any issues or risks.
• Oversee all aspects of the contractual relationship between Paper and the client. This includes negotiating contracts, managing contract renewals and extensions, and resolving any disputes or issues that may arise during the contract lifecycle.
• Rigorously track and manage renewal pipeline and account activities in Salesforce.com and Gong when applicable. Maintain up-to-date Account Renewal forecast on Salesforce.com on a weekly basis.

Customer Success:

• Lead initiatives within your district to implement and drive targeted plans aligned to the district’s goals. Set targets, develop action plans, coordinate efforts across teams or departments, and monitor performance to ensure that objectives are met within the designated timeframe.
• Provide ongoing support and guidance to clients and facilitate professional development.
• Conduct regular check-ins with clients to assess satisfaction levels, gather feedback, and identify areas for improvement.
• Advocate for clients' needs and priorities internally, and champion initiatives aimed at enhancing the overall customer experience.
• Promote and generate interest in monthly activation initiatives. These initiatives could include events, campaigns, or programs designed to engage and activate students.

Qualifications:

• Previous experience in account management or customer success role in digital marketing or SaaS or in the Ed Tech industry.
• Bachelor’s degree in a relevant field.
• Strong communication skills.
• A proactive approach to ensure customer satisfaction and high-quality deliverables.
• Results-oriented, self-motivated, strong attention to detail, and strong time management.
• A collaborative, proactive, and effective approach under pressure.
• Ability to travel to district offices to meet key stakeholders regularly is required; consider 25-30% travel time in a month
• The ability to travel to possible conferences if and when required.

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 of race, color, religion, gender, gender orientation, gender expression, age, national origin, disability, marital status, sexual orientation, or military status in any of its activities or operations.

Nobody checks every box, but the Paper team is built by passionate and innovative people who share our mission for democratizing education. If you don’t think you meet all of the requirements above but are still interested in the job, please apply.

PS. Equity is our mission! We make sure to treat all candidates equally: If you are interested please apply through our job board - our amazing talent team will reach out! Our team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone.

Requisition ID

R-100232