Job Description:
• Assist customers in learning and adopting the brightwheel product for their center
• Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process
• Prioritize accounts upon which to take strategic, timely actions to complete the implementation process
• Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their program
• Diagnose and resolve technical challenges our customers experience as they get the system configured
• Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams
• Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journey
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
• Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities
Requirements:
• 2+ years of customer success, sales, and/or account management experience
• Associate’s degree, Bachelor's degree, or comparable professional experience
• A proven track record in onboarding new customers is a plus
• Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
• Ability to create urgency and motivate people to launch with brightwheel
• Excellent collaboration, organization, time-management, and prioritization skills
• Ability to self-manage time-sensitive and detailed tasks to deliver on time every time
• Exceptional phone and written English communication skills. Bilingual written and verbal communication ability (specifically Spanish) is a plus.
• Great attention to detail - nothing can slip through the cracks when we’re supporting our customers
• Patience and empathy while teaching customers or handling tricky customer situations
• Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
• Comfort with working remotely using communication tools such as Slack, Google Suite, and Zoom
• Tech-savvy with experience in CRM tools (e.g., Salesforce) is preferred
Benefits:
• Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer