Remote Renewal Specialist

Summary

Join Brightwheel's Customer Success team as a Customer Success Representative and play a key role in ensuring customers get exceptional value from our platform. You'll own renewal and retention goals for a portfolio of customers, call, zoom, email, and text them to assess their engagement level with brightwheel, identify problems, drive resolutions, and ensure they are committed to staying on brightwheel. As the "voice of the customer," you'll also identify opportunities to improve our product and customer experience by partnering with teams across brightwheel.

Requirements

• Experience in customer success, account management/retention or sales
• Proven track record of hitting/exceeding challenging goals
• Comfort with a high volume/velocity approach (e.g., 50+ 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
• Own renewal and retention goals for a portfolio of customers
• Call, zoom, 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
• Act as the "voice of the customer," identifying opportunities to improve our product and customer experience
• Partner with teams across brightwheel, including Sales, Support, and Customer Success

Benefits

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