Manager, Customer Engagement - Government/Enterprise
Brightwheel
Customer Service
United States
Posted on Saturday, April 27, 2024
Who You Are
brightwheel is seeking an experienced manager or customer success or engagement to lead our growing post-sales government and enterprise team. You are a renaissance person who can build this critical team from the very beginning and develop it into a strong organization that will launch, maintain and expand existing and newly acquired enterprise and government partnerships in the ECE space. You approach problems in a structured manner, are comfortable with ambiguity, and are motivated by ambitious challenges. You demonstrate strength in emotional intelligence, driving to deliver measurable results, customer communications, and balancing customer needs with business priorities. You will be the “voice” of the customer internally and will need to be passionate about balancing what your partners want with brightwheel’s roadmap and KPIs. You are excited to join a small, but mighty, team that is part of a rapidly growing company and eager to “wear many hats”.
What You’ll Do
- Hire, manage, grow and inspire an incredibly high-performing team of 5+
- Develop the strategy for turning a wide variety of newly closed enterprise and government deals into long-time brightwheel customers who continuously expand their usage of brightwheel
- Design the roles, org, processes, tools, customer-facing materials, and everything else needed to translate the strategy into action
- Use data to understand progress towards goals and to constantly improve
- Partner very, very closely with cross-functional partners – Sales, Marketing, Onboarding, broader Engagement team, SysOps, and Analytics – by communicating quickly and effectively
Qualifications, Skills, & Abilities
- 3+ years managing teams in Customer Success or Sales, preferably at the Enterprise level
- Proven track record in successfully launching, proactively managing, upselling/expanding, and renewing enterprise accounts
- Experience in leading large, complex programs and projects with internal and external stakeholders, including managing concurrent projects
- Success in meeting and exceeding goals in a quota-carrying role
- Proven ability to build senior relationships and navigate high-profile external organizations
- Ability to present to executives on KPIs, complex data sets, value-add product features; can get in the weeds when necessary but also knows when to “pull up”
- Systematic problem-solving approach; ability to tackle open-ended problems and translate long-term strategy into short-term execution
- Ability to thrive in uncharted territory and white space
- Curiosity, creativity, and drive to make the impossible happen
