Customer Account Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure customers continue to receive outstanding value from brightwheel, fostering long-term loyalty.

• Retain revenue through consultative interactions, exploring each customer's needs and proposing suitable products and solutions.

• Comprehend every customer's objectives and priorities, translating them into strategic recommendations that enhance retention, product adoption, and overall satisfaction.

• Utilize your brightwheel product expertise to facilitate impactful customer discussions and assist clients in optimizing their brightwheel experience.

• Collaborate with internal leadership teams to address customer escalations and provide timely, effective Voice of Customer feedback.

• Reach out to current customers via calls, emails, and texts to evaluate brightwheel engagement, identify challenges, drive resolutions, and secure their commitment to remaining with brightwheel.

• Experiment with and implement new outreach strategies to enhance retention and increase the value customers derive from brightwheel.

⛳️ Requirements

• Demonstrated success in achieving or surpassing challenging goals.

• Strong work ethic, a determination to succeed, and a collaborative, team-oriented attitude.

• Highly receptive to coaching, eager to learn, and motivated by teamwork.

• Inherently curious, resourceful, and proactive in addressing challenges.

• Background in sales, account management, or customer success, emphasizing customer retention.

• Comfortable working in a high-volume environment (e.g., making 60-70 calls per day).

• Exceptional ability to identify customer issues, suggest solutions, and address objections with tenacity, patience, and deep empathy.

• Excellent communication, organizational, time management, and prioritization skills.

• High tolerance for ambiguity—this team is one of our newest, and the role and objectives will evolve over time.

• Preferred Experience: Familiarity with Salesforce, basic proficiency in Excel/Sheets, experience in a startup setting, knowledge of early education, and full bilingual proficiency in Spanish.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Generous paid parental leave.

• Flexible PTO to ensure you can recharge when necessary.

• Local retirement or savings plans (e.g., 401(k) in the U.S.).

• Equity opportunities for long-term success.