Customer Success Account Manager

🕒 il y a 1 mois

⛰️ Colorado – Distant

⛰️ Colorado – Remote

💵 $23 - $38 / heure

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

💰 Responsable de comptes

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Peaksware Holdings, LLC

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201 - 500 employés

☁️ SaaS

⚽ Sports

📚 Éducation

SaaS • Sports • Education

Peaksware Holdings, LLC est une entreprise dédiée à l'amélioration des performances sportives et musicales grâce à des marques de logiciels spécialisées. L'entreprise propose des outils et des programmes conçus pour optimiser l'entraînement et la performance des athlètes, ainsi que des plateformes dédiées à la composition, l'enseignement et l'apprentissage de la musique. Peaksware connecte des communautés passionnées d'utilisateurs et de créateurs, favorisant la collaboration et le développement des compétences. Parmi les marques notables de Peaksware figurent TrainingPeaks, qui se concentre sur les logiciels d'entraînement d'endurance, TrainHeroic pour le renforcement et la condition physique, MakeMusic pour la composition musicale, et Alfred Music pour les matériaux éducatifs musicaux. Grâce à des méthodologies de pratique délibérée, Peaksware vise à élever la performance dans les sports et la musique, soutenant les passionnés dans l'atteinte de leurs objectifs.

Description

• Manage a high-volume book of business within our scale segment, leveraging "one-to-many" strategies to drive renewals and expansion opportunities. • Grow your assigned book of business by anticipating and proactively servicing your customers' needs, using data to identify opportunities for deeper adoption across your territory. • Monitor client accounts, listen to customer feedback, and ensure customer satisfaction, acting as a representative of the customer internally. • Meet or exceed a quota of renewals and expansions. • Respond to inbound communications in a timely fashion, process orders, activate subscriptions, and in coordination with the Implementation and Support team, provide training and support when needed to assigned accounts. • Maintain accurate client records, keeping track of changes such as point of contact, contract updates, activities, notes, and renewals in Hubspot. • Partner with sales to drive the upsell of subscriptions in organizations, thus increasing the overall revenues and the number of high-value and mid-value accounts. • Negotiate contracts and pricing with current customers as a part of the expansion motion, identifying opportunities to offer additional solutions. • Provide updated information to the client about new and/or improved products or services to make upsells. • Collaborate with management and cross-functional teams on efforts to forecast and identify growth opportunities within your territory. • Create and execute "human-centric" customer marketing materials, including automated email sequences, in-app guides, etc. that feel like a 1:1 conversation. • Develop digital success motions that guide customers through key milestones in their journey without requiring manual intervention for every step. • Write compelling, brand-aligned copy for customer outreach that educates users on best practices and drives deeper product adoption. • Partner with the team to co-design the logic for automated customer journeys. • Leverage the tech stack (Hubspot and automation tools) to organize daily tasks and build workflows that make managing hundreds of accounts seamless.

🎯 Exigences

• 2-4 years of experience in customer success, or customer marketing in the EdTech space, with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas. • Strong communication and interpersonal skills, with the ability to build and maintain customer relationships, serve as the primary point of contact, and effectively defuse challenging situations. • Experience building "one-to-many" materials or digital success motions (e.g., automated email campaigns, webinars, or self-service resources). • Customer-oriented mindset and a commitment to delivering excellent service, with proven success in anticipating and addressing customer needs. • Exceptional communication and copywriting skills, with the ability to turn technical updates into warm, engaging customer content. • Experience with data analysis and critical thinking, with the ability to use insights to identify growth and expansion opportunities. • Proficiency in CRM systems (such as Hubspot) and other relevant tech stack tools to keep accurate client records and organize daily responsibilities. • Contract negotiation skills, with a demonstrated ability to negotiate terms, renewals, and expansions with existing clients. • Ability to collaborate across departments, especially with sales, implementation, marketing, and support teams, to drive upsells, facilitate product demos, and ensure consistent messaging. • Strong organizational and time-management skills, capable of handling multiple accounts and tasks, meeting deadlines, and responding to inbound communications in a timely manner. • Willingness to travel occasionally, including to trade shows or client sites, to represent the product and company.

🏖️ Avantages

• We offer comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program. • Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity are also available. • We offer several company paid options including Short Term Disability, Long Term Disability, as well as Basic Life Insurance and AD&D. • Additional coverage options including Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available. • We offer a 401(K) including a company match. • We observe 12 paid holidays annually and provide discretionary Flexible Time Off. Employees also receive free access to our products, corporate discounts, and professional development resources. • Access to the Performance and Recovery Center (PARC), our on-site fitness facility, as well as employee only access to on-site locker rooms and showers. • Employee only access to secure, indoor bike storage and access to e-bikes exclusively to Peaksware employees. • Access to our onsite Music and Podcast Studio.