Customer Account Specialist

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 https://www.forbes.com/lists/cloud100/a, 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 https://mybrightwheel.com/about/ 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. 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 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 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 Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Protecting Our Applicants: Please be aware of recruiting scams impersonating Brightwheel. All legitimate communications co