Customer Account Manager

Our Mission and OpportunityEarly education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our TeamWe are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.

Who you are

You are a customer-focused person who thrives in a constantly evolving startup environment where our goals, roles and incredible opportunities evolve every day. You are excited to call into current brightwheel customers, retaining SaaS revenue and comfortable being responsible for these ambitious goals. You can’t wait to be assigned the portfolio of customers that you will be responsible for and are eager to find out what makes them tick, help them solve problems, and get the most out of brightwheel. You are excited about joining a team that is competitive, collaborative and spending all day on phone calls with our customers. You are curious, a go-getter and passionate about improving the world through education and technology.

What you’ll do

• 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

Qualifications, Skills, & Abilities:

• 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
• Preferred: Salesforce, basic excel /sheets, startup environment, early education, fully Bilingual in Spanish