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Technical Account Manager- 6months

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The Professional Services Account Management and Implementation Teams provide a wide range of services to MINDBODY customers who wish to engage with a single-point-of-contact for their account and technical management needs. The team also provides support for multiple types of one-time project engagements from onboarding to mass data changes within the software.

A Technical Account Manager (TAM) provides account management support to their assigned base by gaining an understanding of a customer’s business model to develop solutions that meet the customer’s needs within the software and improve efficiencies. The incumbent is required to develop relationships with both customers and internal resources to ensure a customer’s success. The TAM is responsible for managing the customer experience by educating customers on best practices, acting as their liaison for all things MINDBODY and delivering services in a way that our customers are delighted to do business with MINDBODY. The TAM’s overall goals are to drive an increase in annual recurring revenue (ARR) and support their MINDBODY designated account base.

This role is for 6 months covering maternity but there may be a long term opportunity in future

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree or equivalent experience
• Three (3) years of experience in a client facing, high-level, customer support or service role
• One (1) year of experience in a MINDBODY technical role; two (2) years is preferred
• Thorough knowledge of MINDBODY’s software products is preferred
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently. Ability to meet internal and external deadlines
• Ability to mitigate and take ownership of customer escalations
• Ability to manage customer expectations and facilitate win-win situations
• Ability to interact with all levels of internal customers from front-line staff to senior level leadership
• Demonstrated ability to interact with colleagues and customers in a tactful and professional manner and recognizes the importance of building professional and positive working relationships
• Working knowledge of DataShare and cross-regional capabilities
• Strong analytical and problem-solving skills
• 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 have a customer and business focused mindset and able to use information and feedback obtained to suggest improvements in processes, products and services
• Ability to facilitate change management with their point of contact (POC) and/or the customer’s organization
• Ability to provide support in advanced and complex customer situations
• Training and Certifications:
  • Level 1 MINDBODY Software Consultant Certification, or the ability to obtain within the first 30-days of hire
  • Level 2 MINDBODY Software Consultant Certification, or the ability to obtain with the first 90-days of hire

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Build and maintain a strong foundation of technical knowledge around the MINDBODY software platforms and expand features and/or services.
• Develop customer relationships and gain an understanding of a customer’s business model to identify service needs that result in clear account management plan.
• Manage a designated portfolio of basic customer accounts that is not to exceed a total of 1.5 million dollars in revenue.
• Identify gaps in a customer’s workflow, site setup and product usage, to develop solutions that support a customer’s business objectives and educate them on best practices.
• Responsible for the profitability of our premium services through portfolio management.
• Accurately track customer engagements, support interactions, account progress and milestones.
• Act as a single point of contact to coordinate resolution of service incidents and escalations; and escalate issues to a higher-level of technical account support, as needed.
• Provide excellent, regular client communications and responses, consistent follow through on all issues and actions.
• Internal collaboration with Sr. TAMs and inter-departmental collaboration with Strategic Account Managers (SAMs)/Customer Success Managers (CSMs)/Account Development (AD)/ in order to develop and share best-practices and knowledge that will better support our customers.