Associate Technical Account Manager

August 31

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Mindbody

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Let's shape the future of wellness together.

business management • education • scheduling • online scheduling • ecommerce

1001 - 5000

💰 $500M Private Equity Round on 2021-10

Description

• Participate in comprehensive training for the ClassPass Software. • Build and maintain a strong foundation of technical knowledge around ClassPass products, partners, and services. • Execute tasks and assignments as directed by Strategic Account Managers. • Leverage in-depth product knowledge to aid team members in effectively utilizing product features and additional services, ensuring alignment with client needs and enhancing their knowledge of our product and services. • Coordinate resolution of basic and complex customer inquiries related to specialty areas of the service or products by gathering information to identify and assess the nature of the problem; escalate issues to a higher-level of account support, as needed. • Recognize gaps in workflow, site setup, and product utilization, developing solutions to align with business objectives and promoting best practices within the team. • Accurately track time spent on customer engagements, support interactions, account progress and milestones consistent with current and future department procedures and KPIs; responsible for individual metrics and department goals set by Mindbody leadership. • Act with a sense of urgency and professionalism while meeting internal and external deadlines; follow through on all assigned action items. • Collaborate internally as needed to develop and share best-practices and knowledge that will better support customers. • Advocate and communicate opportunities for development to management with a solution-oriented mindset when issues or process changes are needed to support a better customer experience. • All other duties as assigned.

Requirements

• One (1) year of experience in a high-level, customer technical support or service role. SaaS company experience preferred.; two (2) years is preferred. • Project management or coordination experience preferred. • Ability to quickly grasp industry, company, product, and technical knowledge. • Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently across a broad range of activities and projects at any given time; ability to meet internal and external deadlines. • Excellent verbal and written communication skills, with the ability to communicate in a clear, concise, and understandable manner, additionally when providing technical concepts to a non-technical audience. • Ability to use strong problem-solving skills, quick-thinking, expectation setting, and use of independent judgement when making decisions that have an impact on customers, Mindbody and ClassPass. • Experience writing technical procedures and presenting information in one-on-one and group settings. • Ability to collaborate cross-functionally with all levels of internal in a tactful and professional manner and recognizes the importance of building professional and positive working relationships. • Demonstrated ability to provide support to team in advanced and complex situations, facilitating change management as needed. • Collaborative mindset, with the ability to work effectively with internal teams and a willingness to provide input for process improvement and advocate for customer’s needs. • Familiarity with Mindbody, Basic SQL, Microsoft Office Suite, and Application Programming Interface (API) is a bonus.

Benefits

• Amazing benefits • Diversity at our company