Account Manager

Ameelio has quickly established itself as the future of prison communication and virtual learning. We were recently chosen as one of TIME’s 100 Most Influential Companies and received a New York Times Good Tech Award. Ameelio launched the nation’s first free prison video conferencing platform and is currently operating 6 states – Massachusetts, Iowa, Colorado, Rhode Island, Illinois, and Indiana – and internationally in Karachi, Pakistan.

As we prepare to scale, we're looking for an Account Manager to join our small and nimble team to help us in launching the nation’s first free prison communications platform.

Position Overview

As an Account Manager, you will be responsible for post-launch maintenance of client relationships, ensuring successful on-going support for Ameelio’s communication and education technology. This role involves close collaboration with the Director of Implementation, the Customer Support Team, and the Engineering Team to manage and maintain the configuration of hardware and software. The Account Manager will be involved throughout the entire client lifecycle, from the launch of products and adoption to long-term operational success. With large clients, you might be asked to facilitate launch and deployments, where needed.

Responsibilities

• Customer relationship management –– 70%
  • Develop and maintain customer relationships through understanding their technical needs, IT configurations, and operational workflows
  • Manage and maintain documentation on technical issues to assist correctional facilities and staff
  • Communicate effectively with correctional staff, vendors, and Ameelio team members to build customer trust, meet new needs, and advocate for the customer
  • Deliver and manage strategies between the customer and internal teams, such as engineering, for operational changes, feature requests, and upgrades to hardware and software throughout the relationship
  • Solve problems and resolve conflicts in a timely manner
  • Present progress reports to internal teams and customers to iterate on improvements 
  • Share insights with the Sales Team to recommend future expansion opportunities
  • Serve as a expert on all Ameelio products and services

• Implementation support –– 30%
  • Provide technical support and training (on-site and online) to correctional facilities and staff and internal Ameelio teams during and post-implementation
  • Support implementation processes, ensuring optimal performance and quick resolution of any issues

Who you are

Minimum qualifications

• Adaptable, empathetic, and self-aware with a strong commitment to your work; have a readiness to lead and follow as needed
• High intellectual curiosity with a passion for continuous improvement and learning from failure
• High emotional intelligence to foster strong relationships and navigate complex interpersonal dynamics with clients
• Ability to thrive in ambiguous environments through problem-solving, creating structure, and driving clarity; ability to ensure operational success in fast-paced, evolving situations
• Ability to travel based on client need and conference schedule (up to 30%)

Preferred qualifications

• 1 - 3 years of experience in software support with an understanding of SaaS technologies
• Passionate about working within a mission-driven organization focused on marginalized communities and tackling challenges related to mass incarceration, poverty, and inequity
• Experience working in startups
• Involved with or impacted by the criminal justice system

Why you’ll love us

• A welcoming and collaborative environment with people who are dedicating their lives to fighting the commercialization of incarceration
• Experience working closely with users who rely on our product to stay in touch with their loved ones
• An environment for rapid experimentation and ownership
• Ownership of processes that deliver society-changing impact
• Opportunity to contribute to the foundation and culture of a young and growing organization
• Experience working cross-functionally and exposure to a variety of business functions
• An incredibly high bar for velocity of implementation and a high quality of work
• Comprehensive health insurance coverage
• Flexible and remote working environment
• Paid annual company retreat and work from home stipend
• Unlimited PTO policy
• Compensation: $55,000 - $72,000 annually

About Ameelio

Ameelio is a nonprofit technology company that builds free technology to accelerate the creation of a more humane and rehabilitative justice system. Our tools will enable 27 million Americans to communicate with their incarcerated loved ones for free, organizations to scale their social services, and educators to empower incarcerated people through virtual learning. We are a technological bridge that reconnects incarcerated people with their families and vital resources — for free. Our tools will help improve post-release outcomes, lower recidivism rates, and help America safely reduce the size of its prison populations.

External References

• TIME: 100 Most Influential Companies
• Bloomberg: Nonprofit aims to disrupt pricey prison telecom industry
• Fast Company: This app is making it free for incarcerated people to make video calls
• Forbes: The Prison Communications Nonprofit Backed By Twitter’s Jack Dorsey And Former Google Chief Eric Schmidt
• Washington Post: Let inmates talk to their families for free
• Tech Crunch: Ameelio wants to take on for-profit, prison-calling rackets after starting with free letters to inmates
• Fast Company: This app bypasses the absurdly high cost of making phone calls to prison by converting texts to snail mail