Customer Success, Account Manager

Role Overview

**Core Functions: **

__Account Management, Retention and Expansion: __

• Leveraging proactive outreach and Customer Success playbooks, develop and maintain relationships with existing customers in your designated territory to drive renewal and expansion opportunities at the school district level.
• Grow your assigned book of business by anticipating and proactively servicing your customers' needs, using data and critical thinking to identify opportunities for deeper and broader adoption of our products, and achieving long-term partnerships.
• 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.

Other:

• Collaborate among direct team members and across the brand to contribute to a Community of Best Practices.
• Default to excellent customer service in all circumstances.
• Leverage tech stack to organize and execute daily responsibilities and tasks.
• Attend trade shows to demonstrate the value and functionality of the product to the customer base and/or prospective customers.
• Take direction from the Director, Sales to execute on large scale campaigns and missions as necessary.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Required Qualifications:

• 2-4 years of experience in account management, sales, or customer success 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.
• Customer-oriented mindset and a commitment to delivering excellent service, with proven success in anticipating and addressing customer needs.
• 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 Zendesk Sell) 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, 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.

Desired Qualifications:

• Familiarity with TrainingPeaks and/or other widely used fitness platforms.

Degrees are not required and we value all forms of continued education including traditional four-year degrees, post-graduate degrees, associates degrees, bootcamps, online training, professional certifications, self-teaching and more.

Benefits

Compensation:

We are committed to fair and equitable compensation practices. The hourly compensation range for this role in Colorado is $23.34

• $38.90. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications. In addition to hourly compensation this position will be eligible for an attractive performance based variable compensation plan.

Benefits and Perks:

Health

• 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.

Disability and Life

• 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.

Additional

• 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.

If you require a reasonable accommodation to review our website or to apply online, please fill out our Candidate Accommodations Request Form.

Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states.

Work Environment:

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.