Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.
Since 2016, Austin-based Interplay Learning has been building better training, better careers and better lives for its customers and their employees.
Our award-winning online and VR training for the essential skilled trades, including HVAC, Plumbing, Electrical, Solar, Multi-Family Maintenance and Facilities Maintenance workforces, is scalable and more effective than traditional training methods. By leveraging immersive learning technology, Interplay’s customers are able to train and practice hands-on learning from a desktop, phone, tablet, or in virtual reality. The result is a highly trained employee who is job-ready in weeks, not years.
Our digital experiential learning platform, SkillMill, conveniently turns any space into a training lab with its short video courses, 3D simulations, knowledge checks, coaching, community, and connectivity.
Recent accolades include recognition by Fast Company’s World Changing Ideas Awards in the Education, General Excellence, and On the Rise categories as well as the Built-In Best Places to Work in Austin award.
Interplay celebrates a year of accomplishments and what's next for 2024.
Awards & Recognition:
- Backed by best-in-class VC’s, we are positioned for exciting growth
- Built-In, Best Midsize Places to Work In Austin 2023 & 2024
- Prestigious 2020 Innovation Award for SkillMill, our software platform
- Best in Business gold medal from Inc. Magazine in 2020
- Recognized by the Bill & Melinda Gates Foundation for our contribution to accelerating education innovation on our proprietary VOLT engine
- Virtual Reality is the next “Smartphone,” VR breakthrough has begun at the enterprise level
Position: Senior Account Manager, Customer Success
Senior Account Managers (SAM) on the Customer Success team are core to the ongoing success of Interplay’s mid-market customers. Our SAMs support Interplay’s portfolio of mid-market customers once implementation and onboarding is completed in a variety of ways including support with platform utilization, communications about product updates, renewals, and expansions.
This role is perfect for a person who is experienced in Customer Success, thrives in ambiguity, loves creative problem-solving individually and with a team, and wants to make an impact at a rapidly growing SaaS start-up.
Candidates local to Austin preferred (fully remote with option to work hybrid). However, we will consider 100% remote candidates!
Why this position:
- Meaningful, impactful work
- Mission-driven company
- Passionate, collaborative team
- Drive business growth and customer loyalty
- Innovative product - EdTech, VR, AI
What you’ll do:
- Manage a mid-market book of business spanning various trade industries including HVAC, Plumbing, Electrical, Facilities Maintenance, and Multi-Family, ensuring a high level of customer satisfaction and retention.
- Proactively identify, forecast, and close expansion opportunities within your book of business
- Cultivate relationships and buy-in across stakeholders, including champions, decision makers/buyers, IT, and learners (e.g. users)
- Provide customers with expert strategic advising to maximize product offerings, in alignment with customer goals, including annual success plans
- Conduct outreach and data driven check-ins with current customers to support product adoption, including business reviews
- Monitor customer usage and account health to proactively identify and mitigate at risk customers - and celebrate customer successes
- Provide regular updates to management on account status, potential risks, and expansion opportunities.
- Leverage customer feedback to identify opportunities for product or customer support improvement.
- Work closely with cross-functional teams, including sales and marketing, to provide seamless service delivery and improve the overall customer experience.
- Advocate for the customer internally by communicating customer needs and concerns to appropriate teams, including product development and sales.
- Learn about the skill trade field and the rapidly evolving training needs
- Supports and is comfortable leading Customer Success team improvement and growth initiatives
- Participate in special projects and assignments to help improve the product and customer experience
- Utilize SaaS platforms, such as ChurnZero, HubSpot, and Pendo, to track and manage customers
Who you are:
- Thrive in a fast-paced and rapidly adapting environment
- Comfortable managing ambiguity, and able to create your own clarity
- Superb verbal and written communicator with demonstrated ability to communicate effectively at all levels of an organization, up to the C-suite
- Engaging group presenter
- Ability to initiate a conversation, communicate value and handle objections
- Comfortable upselling and cross-selling within your book of business
- Curious and active listen who is able to build rapport quickly
- Smart and engaging email copywriter
- Comfortable with technical tools and SaaS products to maximize efficiency
- Highly organized, ability to juggle multiple priorities
- Self-starter, able to see an opportunity, problem-solve, and act on it
- Team player and passionate customer advocate
- Eager to take on leadership roles on the Customer Success team
Requirements:
- Bachelors’ Degree or equivalent experience
- 5+ years of experience in a customer-facing role, ideally at a SaaS company
- Excellent communication, negotiation, and problem-solving skills
- Excellent organizational and project management skills
- Ability to learn new technologies quickly
- Proven ability to build and develop meaningful customer relationships
- Strong analytical abilities to identify trends and patterns in customer behavior
- Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.
- We will ask you to record a video intro for the hiring team if your application looks like a potential match. Instructions will be sent.
Preferred:
- Experience with CRMs such as HubSpot and ChurnZero
- Experience managing customer renewals, including upsells and cross-sells
Pay: $90,000 base salary + eligible for up to 7.5% annual bonus + 5% commission on upsells (target is $5,625)
Interplay Learning Ethos:
At Interplay, we love what we do. We embrace our daily challenge to push technological limits to invent better ways to make learning easier and training more powerful. We attract passionate people and invite spirited discourse. We celebrate that our jobs fit our lives, not the inverse. We are uncompromising in our belief that together: we can build better training, build better careers and build better lives for customers and our team.
Company Benefits:
- Remote-first culture and flexible hours
- Learning resources and annual learning reimbursement
- Family-friendly policies
- Generous vacation policy includes 3 weeks of PTO, 1 week Winter Break, holidays and sick days
- Medical, vision and dental insurance coverage
- 401k
- Private company stock options
- Mental health and wellness resources
- Virtual/in person social events
Diversity Statement
At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. We’re building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.
We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.
Equal Employment Opportunity
Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.
