TrainingPeaks · 2 hours ago
Customer Success, Account Manager - MakeMusic
Louisville, Colorado, United States
Full-time
Hybrid
Entry, Mid Level
$23.34/hr - $38.90/hr
2+ years expTrainingPeaks is a leader in music technology, and they are seeking a Customer Success, Account Manager to enhance the customer experience for their high-volume account segment. This role involves managing customer relationships, driving renewals and expansions, and collaborating with cross-functional teams to create effective customer outreach strategies.
AppsFitnessSoftwareSports
Responsibilities
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
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
Qualification
Required
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
Preferred
Familiarity with MakeMusic Cloud (formerly SmartMusic), Finale and/or other widely used music education or composition platforms
Prior experience in the music SaaS industry or as a musician and/or music educator
Specific experience in a 'Scale' CSM role or a background that includes Customer Marketing
Benefits
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.
Company
TrainingPeaks
TrainingPeaks is a software company that helps to sync workout data in wearables and training devices.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Conor Mullervy
Partnerships Specialist
Tim Robinson
Manager, Key Accounts and Enterprise Coaching Partnerships
Recent News
Sports Business Journal
2024-04-08
Company data provided by crunchbase