Manager, Customer Accounts
Brightwheel
Customer Service
United States · Remote
Posted on Nov 9, 2024
Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.
Our Team
We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.
We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.
Who You Are
brightwheel is seeking a highly motivated and experienced Manager of Customer Accounts to lead a team of Account Managers in providing exceptional service to schools utilizing the brightwheel platform. This role requires strong leadership, technical knowledge, organizational skills, and outstanding communication abilities. As the Manager of Customer Accounts, you will be responsible for ensuring proactive engagement of customers to increase their product adoption for customers, upholding individual performance metrics to achieve company goals, and coaching and developing your team. Collaboration with both the Customer Success Leadership team, your direct reports, and various departments within brightwheel will be a key component of this role.
You are an incredible people leader who loves solving new problems. You enjoy experimenting with new approaches and working on collaborative and detailed projects. You also love helping our customers and working with your customer-facing team daily to help them hit their goals. You know how important team culture is and are dedicated to fostering a strong and collaborative team in a remote work setup. You will break down walls to get things done. You are a pro at collaboration, quick analyses and have been told you are an expert critical thinker. The idea of getting to do all of this in a flexible, evolving startup environment focused on improving early education makes you giddy.
The ideal candidate will have a successful track record operating in a fast-paced account management environment, with a passion for customer success and team development. You should be comfortable owning metrics and goals, handling challenging customer interactions, and driving continuous improvement. Join our dynamic team and contribute to improving education through innovative solutions and remarkable customer service.
What You’ll Do
- Manage and empower your team of up to 12 Account Managers in a remote environment
- Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
- Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strengths and improvements
- Coach and train your team through regular 1:1’s and team meetings
- Partner with Customer Accounts Leadership to motivate, incentivize, and recognize team members to encourage top performance
- Serve as an subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations.
- Interview and onboard new team members
- Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team
Qualifications, Skills, & Abilities
- 2+ years of proven experience managing customer-facing teams, ideally in a remote environment
- 5+ years of proven experience in sales or account management
- Demonstrated track record of successfully coaching team members to achieve and exceed goals
- SaaS applications and B2B technology-based products or services
- Exceptional communication, organization, time management, and emotional intelligence skills
- Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
- Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions leveraging reports and dashboards
- Experience collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering
- Adaptable to rapid changes in a dynamic work environment
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.
