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 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, customer success, or sales in the EdTech space, with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas

• Prior experience in the music SaaS industry or as a musician and/or music educator.
• 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 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, 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 MakeMusic Cloud (formerly SmartMusic), Finale and/or other widely used music education or composition platforms.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation

Peaksware/MakeMusic is 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.

This role is eligible for variable compensation, including bonus.

Benefits and Perks

Health

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional

• 401(K)
• 401(K) Matching
• Pet Insurance
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility
• Employee only access to on-site locker rooms and showers
• Employee only access to secure, indoor bike storage
• Access to our onsite Music Studio
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees
• Significant investment in resources for employee growth and development
• Corporate discounts on select gym memberships and top brand gear
• Flexible work schedule in a culture of trust

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

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.

Travel:

Willingness and ability to travel up to 25% of the time. Anticipated travel to include internal company events, meetings and training as well as customer events, trade shows and customer visits.

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