Customer Account Specialist
About the role
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
Leverage 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 and 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
Responsibilities
- Hitting/exceeding challenging goals
- Working hard, being determined, and having a team-first mindset
- Being highly coachable, eager to learn, and energized by collaboration
- Naturally curious, resourceful, and proactive in solving problems
- Having experience in sales, account management or customer success, with a focus on customer retention
- Operating in a high volume environment (e.g., 60-70 calls/day)
- Identifying customer challenges, recommending solutions, and overcoming objections with tenacity, patience and deep empathy
- Having excellent communication, organizational, time-management, and prioritization skills
- Having a high tolerance for ambiguity
Requirements
- Proven track record of hitting/exceeding challenging goals
- A strong work ethic and determination to succeed
- A high tolerance for ambiguity
- 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
- Highly coachable, eager to learn, and energized by collaboration
- Naturally curious, resourceful, and proactive in solving problems
Skills
- Proven track record of hitting/exceeding challenging goals
- A strong work ethic and determination to succeed
- A high tolerance for ambiguity
- 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
- Highly coachable, eager to learn, and energized by collaboration
- Naturally curious, resourceful, and proactive in solving problems
Qualifications
- Proven track record of hitting/exceeding challenging goals
- A strong work ethic and determination to succeed
- A high tolerance for ambiguity
- 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
- Highly coachable, eager to learn, and energized by collaboration
- Naturally curious, resourceful, and proactive in solving problems
Skills
- Proven track record of hitting/exceeding challenging goals
- A strong work ethic and determination to succeed
- A high tolerance for ambiguity
- 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
- Highly coachable, eager to learn, and energized by collaboration
- Naturally curious, resourceful, and proactive in solving problems
Benefits
- Committed to diversity and inclusion
- Equal opportunity employer
- Protects applicant community from fraud
Pay
$75K
Schedule
Flexible