Customer Account Specialist

Responsibilities

• Ensure customers continue to get exceptional value from brightwheel and remain loyal, long-term customers
• Retain revenue through consultative engagement, digging into each customer's needs and recommending the right products and solutions
• Understand every customer's goals and priorities, and translate them into strategic recommendations that drives retention, product adoption and overall satisfaction
• L everage your brightwheel product knowledge to lead meaningful customer conversations and help customers maximize their brightwheel experience
• Partner with internal leadership teams to resolve customer escalations and deliver timely and effective Voice of Customer feedback
• Call, email a nd text our current customers to assess brightwheel engagement, identify challenges, drive resolutions, and secure their commitment to staying on brightwheel
• Test and pilot new outreach tactics to boost retention and increase the value customers get from brightwheel
• Qualifications, Skills, & Abilities:
• Proven track record of hitting/exceeding challenging goals
• Strong work ethic, determination to succeed, and a team-first mindset
• Highly coachable, eager to learn, and energized by collaboration
• Naturally curious, resourceful, and proactive in solving problems
• Experience in sales, account management or customer success, with a focus on customer retention
• Comfortable operating in a high volume environment (e.g., 60-70 calls/day)
• Exceptional ability to identify customer challenges, recommend solutions, and overcome objections with tenacity, patience and deep empathy
• Excellent communication, organizational, time-management, and prioritization skills
• High tolerance for ambiguity - this is one of our newest teams and the role and goals will change over time
• Preferred Experience: Salesforce, basic excel /sheets, startup environment, early education, fully Bilingual in Spanish

Benefits

Additional Information

Our Mission and Opportunity Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company , backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban. Our Team Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.

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