Customer Accounts Manager

Summary

Join brightwheel's dynamic team as a Manager of Customer Accounts and lead a team of Account Managers in providing exceptional service to schools using the brightwheel platform. This role demands strong leadership, technical expertise, and communication skills. You will be responsible for driving team performance, coaching and developing your team, and collaborating with cross-functional teams. The ideal candidate possesses a proven track record in account management, a passion for customer success, and experience managing remote teams. This position offers a competitive compensation package, including base salary, equity, and comprehensive benefits.

Requirements

• 2+ years of proven experience managing customer-facing teams, ideally in a remote environment
• 5+ years of proven experience in sales or account management
• Demonstrated track record of successfully coaching team members to achieve and exceed goals
• SaaS applications and B2B technology-based products or services
• Exceptional communication, organization, time management, and emotional intelligence skills
• Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
• Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions leveraging reports and dashboards
• Experience collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering
• Adaptable to rapid changes in a dynamic work environment

Responsibilities

• Manage and empower your team of up to 12 Account Managers in a remote environment
• Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
• Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strengths and improvements
• Coach and train your team through regular 1:1’s and team meetings
• Partner with Customer Accounts Leadership to motivate, incentivize, and recognize team members to encourage top performance
• Serve as an subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations
• Interview and onboard new team members
• Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team

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
• Equity