Senior Account Manager, PA

About the Role

EverDriven is looking for a Senior Account Manager to lead our client-facing operations in the market. This role owns the health of district relationships across the region, leads and develops a team of Account Managers, and serves as the senior point of accountability for service experience and client retention. You will work closely with our operations and client success leadership to ensure clients are supported, issues are resolved, and the business continues to grow.

What You’ll Do

Lead and Develop Your Team

Coach and develop a team of Account Managers through regular 1:1s, team meetings, and real-time feedback

Review account health across your team daily and intervene on at-risk accounts quickly

Set and enforce standards for how the team communicates with districts and manages escalations

Calibrate workload and coverage across the team based on account complexity and capacity

Own Client Relationships

Serve as the senior relationship operations owner for high-priority and high-risk district accounts

Lead monthly service check-ins with districts focused on performance trends, risks, and action plans

Step in directly when a district relationship requires senior-level presence or judgment

Document outcomes, owners, and timelines in Salesforce

Manage Escalations and Complaints

Own high-severity complaints end-to-end

Acknowledge all senior-level escalations same business day

Track all escalations in Salesforce and ensure nothing falls through the cracks

Drive Activation and Growth

Monitor parent activation performance across the region and coach your team on improvement strategies

Maintain visibility into expansion opportunities and move them forward with enough lead time for operations to be ready

Coordinate growth timelines accurately so driver supply and onboarding can stay ahead of demand

Partner with Customer Success on a bi-weekly basis to align on risk, performance, and growth strategy

School Visits and Quality

Oversee safe ride quality check (SRQC) standards across your team

Conduct school visits for high-risk accounts or where additional coverage is needed

Surface findings to operations leadership for follow-up

What We’re Looking For

Experience managing client relationships in a service-oriented environment, preferably at scale

Proven ability to lead, coach, and develop a team

Strong communication skills — you know how to deliver difficult news clearly and professionally

Comfort working cross-functionally and coordinating across operational and client-facing teams

Organized and detail-oriented — able to track multiple accounts, issues, and action plans simultaneously

Experience with Salesforce or similar CRM tools

Ability to work in-market with regular school and district visits

Ability to Travel 25%