Customer Success Senior Account Manager - TrainHeroic

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 evergrowing 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 a Senior Account Manager you are responsible for the retention and revenue expansion of current key accounts. You will achieve this through proactive prospecting networking and process development.

Success in this position is measured by markedly helping existing midvalue and highvalue organizations maintain and grow their business which in turn helps grow our business allowing for more resources to continue improving our services. From driving adoption and implementation for new SAAS contracts to identifying growth opportunities for our Marketplace sellers you are responsible for the renewal and expansion of the key accounts segment.

You are the voice of customer conduit to our internal teams. You share best practices proactive recommendations and data when available with your assigned accounts. You are their point of contact for support issues product feedback comarketing initiatives and educational opportunities.

Personally 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 Management team work in close collaboration with the Education and Adoption team as well as the Implementation and Support teams and report to the Manager Customer Success.

Core Functions:

• Develop iterate and implement renewal and expansion tactics/strategies for highvalue and midvalue accounts.
• Proactively manage a portfolio of key accounts that represents a significant portion of the companys revenue while effectively prioritizing renewals and growth priorities.
• Effectively communicate the unique needs of high and midvalue accounts to the Executive team.
• Oversee manage and grow an existing portfolio of high and midvalue accounts by regularly interacting with partnering and supporting approximately 50 or more key customers thus creating referenceability.
• Engage with customers through emails calls demos and customer visits growing and maintaining relationships while helping them deepen their engagement with our products through advising and scheduled account reviews.
• Conduct regular strategic meetings with your customers to ensure that their goals are being met identify what is working and not working and propose solutions that drive engagement of its end users.
• Create and manage a process to help key accounts best leverage our products as demonstrated by retention and expansion. Do so by building and documenting an account management and growth strategy for each account.
• Collaborate with Business Development Marketing and Education teams to create opportunities for accounts to expand their business through partnerships and promotion.
• Monitor enduser allocation and product usage to proactively communicate with customers about platform activity and utilization proposing ideas to improve that usage and address customer goals.
• Use data and reports to proactively identify potential points of friction within our products and services then work with the appropriate teams internally and with customers to resolve them before they become problems.
• Derive insights from the frequent engagement with high and midvalue accounts that help to identify early growth opportunities or risk factors.
• Meet or exceed a quota of renewals and expansions
• Utilize Sigma Google Analytics and other reporting tools to be constantly in tune with the pulse of the business and how these key accounts impact it.
• Collaborate across teams to contribute to a Community of Best Practices.
• Always provide the best possible customer service in all circumstances.
• Other duties as assigned

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.

Required Qualifications:

• 5 years of experience in account management customer success or sales in the SaaS space with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas.
• Prior experience in the fitness SaaS industry or as a strength trainer and/or fitness educator.
• Proven experience in developing and executing strategic renewal and expansion plans with a track record of managing a highvalue portfolio and meeting or exceeding growth and renewal targets.
• Exceptional communication and interpersonal skills with the ability to clearly convey complex account needs to executive leadership and other internal teams.
• Strong analytical skills with demonstrated proficiency in tools like Sigma Google Analytics and CRM platforms (such as Zendesk Sell) to monitor key metrics derive insights and proactively address customer needs.
• Excellent strategic thinking and problemsolving skills with a demonstrated ability to create and document growth strategies for accounts and anticipate and resolve potential issues.
• Ability to build and maintain strong longterm customer relationships with experience conducting regular strategic reviews to address and align with client goals.
• Skilled in delivering presentations and product demos and comfortable engaging with clients at events or trade shows with a focus on creating customer referenceability and increasing engagement.
• Ability to navigate ambiguity take ownership and work crossfunctionally with Business Development Marketing and other teams to identify and leverage opportunities for partnership and customer growth.
• Experience with customer success planning including account segmentation and prioritization to drive value for both customers and the business.
• Highly organized and selfmotivated capable of independently managing a high volume of accounts and complex customer interactions.
• Strong negotiation and influencing skills with a record of successful contract renewals expansions and upselling to highvalue accounts.
• Commitment to customer service excellence demonstrating resilience patience and adaptability in responding to and resolving customer challenges.

Desired Qualifications:

• Familiarity with TrainHeroic and/or other widely used strength training platforms.

Dont meet every single requirement Dont worry. We still want to hear from you and encourage you to apply.

Compensation

Peaksware/TrainHeroic is committed to fair and equitable compensation practices. The hourly compensation range for this role in Colorado is $28.11 $46.86/hour. Final compensation for this role will be determined by various factors such as a candidates 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

• Companypaid Short Term Disability
• Companypaid Long Term Disability
• Companypaid Basic Life Insurance and AD&D
• Employeepaid 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 onsite fitness facility
• Employee only access to onsite locker rooms and showers
• Employee only access to secure indoor bike storage
• Access to our onsite Music Studio
• An assortment of grabn 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 ebikes 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 if you require a reasonable accommodation to review our website or to apply online.

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 welllighted heated and/or airconditioned 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.

Travel:

Willingness and ability to travel on occasion. Anticipated travel to include internal company events meetings and training as well as customer events conferences and customer visits.

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.

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