Customer Account Specialist

Who You Are

You are someone with professional experience who is excited to start a career in sales in a fast-moving startup environment. You thrive in roles with ambitious goals, frequent feedback, and opportunities to grow through hands-on experience. You're energized by talking to customers and prospects, asking smart questions, and helping people solve real problems.

You're motivated to take ownership of ambitious sales goals across the full customer lifecycle — from first conversation through close, and from onboarding through renewal and retention. Whether you're working a new prospect or a long-time customer who's considering leaving, you enjoy building rapport quickly, understanding needs, and clearly explaining how brightwheel can deliver value. You're excited to join a competitive, collaborative team that spends the day engaging with customers and prospects via Zoom, phone, and email.

You're excited by the impact of your work — helping early education providers spend more time with children, strengthen relationships with families, and run healthier businesses through technology. You're curious, coachable, and passionate about improving the world through education and technology.

What You'll Do

• Engage with both prospective and existing customers to understand their needs and recommend brightwheel solutions that help their businesses grow

• Conduct high-volume outbound outreach and discovery to identify opportunities, uncover pain points, and educate prospects and customers on brightwheel's value

• Run live product demonstrations tailored to each prospect's or customer's needs, clearly showing how brightwheel can improve their day-to-day operations

• Own the full pipeline end to end — from generating and qualifying new leads, to booking and running demos, to closing new business, to retaining and saving at-risk accounts

• Proactively work at-risk and cancellation-risk accounts, diagnosing the real reason a customer is considering leaving and selling them back into the value of brightwheel

• Be accountable for achieving monthly revenue, retention, and unit goals, with clear expectations and support to help you succeed

• Use Salesforce to manage outreach, pipeline, and follow-ups, keeping information accurate and up to date (we'll train you if it's new)

• Learn the competitive landscape and confidently position brightwheel based on customer needs

• Regularly review calls and demos with your manager and peers to identify strengths, improve your approach, and continuously level up your sales skills
  

Skills, Qualifications, and Abilities

• Conduct high-volume outbound outreach to early education centers and existing customers, along all stages of the pipeline — from new business through renewal and retention

• Run discovery conversations to uncover customer needs and identify expansion, new business, or save opportunities

• Lead tailored product demonstrations via Meets, connecting brightwheel solutions to each customer's specific challenges

• Own the full pipeline from first contact through close, and through retention and renewal for existing accounts

• Consistently achieve monthly revenue, retention, demo, and activity goals

• Maintain accurate, up-to-date pipeline in Salesforce across both sales and retention stages
  

Required Qualifications

• Experience in customer success or account management

• Experience working with frustrated customers

• Proven track record of hitting/exceeding challenging goals in an environment where performance is visible and there are constant performance assessments

• Comfort with a high volume/velocity sales approach (e.g., 70+ calls/day) and experience with high phone volume activity

• Experience being motivated when working remotely

• Experience with multiple workflows

• Exceptional skills identifying customer challenges/solutions and overcoming objections through tenacity, patience, and endless empathy for our customers

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

• High level of comfort with ambiguity — this is one of our newest teams and the role and goals will change over time

Preferred: Salesforce, Zoom, basic Excel/Sheets, startup environment, early education experience