Customer Success, Account Manager - MakeMusic

Company Information

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music. 

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

As an Account Manager on the Customer Success team, you will nurture relationships to retain and expand existing accounts.  You will manage the account, post sales, through onboarding and implementation and throughout the customer journey to ensure customer success. You will build strong connections, lead training, and provide ongoing support with a view toward retention and growth. You will identify ways to improve adoption and uncover expansion opportunities. You will track industry challenges and competitive intel, then offer solutions that boost retention and revenue.  

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Customer Success team, work in close collaboration with the Education and Adoption team, as well as the Implementation and Support teams and report to the Director, Sales. 

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.
• In coordination with the Education and Adoption team, as well as the Implementation and Support team, conduct demos of the product to illustrate the solutions it solves for the customer to drive retention and expansion.

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 ess