Account Specialist - MakeMusic

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 Specialist you will be responsible for nurturing customer relationships to retain and expand current accounts. Your primary role is account management in the form of various sales activities and support throughout the academic year. Success in this position looks like taking over accounts post new-account acquisition and onboarding and providing training and ongoing support with a lens of retention and expansion opportunities. You’ll maintain a high level of awareness of industry challenges, competitive intel, and will find opportunities to offer innovative solutions, leading to increased retention and revenues.

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 Account Specialists, work in close collaboration with the Education and Adoption team, as well as the Implementation and Support teams and report to the Director, Customer Services.

Core Functions

Account Management, Retention and Expansion:

• 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.
• Anticipate consumer needs and behavior and attempt to defuse difficult situations by staying on top of accounts, serving as the main point of contact for your clients.
• 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, identifying opportunities for deeper and broader adoption of our products, and achieving long-term partnerships.
• Maintain accurate client records, keeping track of changes such as point of contact and contract updates and renewals.
• 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.
• Monitor client accounts, listen to customer feedback, and ensure customer satisfaction, acting as a representative of the customer internally.
• 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.

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.
• Take direction from the Director, Customer Services 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:

• 2-3 years experience in a sales or account management capacity in the EdTech space
• Understanding of G-S