Customer Account Manager

Summary

Join Brightwheel's team as a Customer Success Representative and play a crucial role in ensuring customers get exceptional value from their brightwheel experience. You'll be responsible for retaining SaaS revenue, understanding customer needs, and providing strategic recommendations to drive high levels of customer retention and satisfaction.

Requirements

• Proven track record of hitting/exceeding challenging goals
• Strong work ethic and determination to succeed
• Highly coachable and enjoys team collaboration
• Naturally curious and resourceful
• Experience in sales, account management or customer success, responsible for retaining customers
• Comfort with a high volume/velocity approach (e.g., 60-70 calls/day)
• Exceptional skills identifying customer challenges / solutions and overcoming objections through tenacity, patience and endless empathy for our customers
• Excellent communication, organizational, time-management, and prioritization skills
• High level of comfort with ambiguity - this is one of our newest teams and the role and goals will change over time

Responsibilities

• Ensure that all customers continue to get exceptional value from brightwheel and stay customers for a long time
• Retain SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
• Understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of customer retention, product adoption and satisfaction
• Leverage your brightwheel product knowledge to facilitate customer conversations and ensure the customer is getting the most out of their brightwheel experience
• Partner with internal leadership teams to own customer escalations to resolution, and provide regular Voice of Customer feedback
• Call, email and text our current customers to assess their engagement level with brightwheel, identify problems, drive resolutions, and ensure they are committed to staying on brightwheel

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A flexible paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend