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Senior Customer Implementation Manager

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JOB FAMILY SUMMARY:The Account and Implementation Management Team provides 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. JOB SUMMARY: The Senior Customer Implementation Manager (Sr. CIM) serves as a customer’s coordinator by providing support to customers for project-managed implementation, along with one-time engagement projects. The incumbent will gain an in-depth understanding of a customer’s business model to make recommendations for set up, configure customer sites and provide suggestions on best practices. The Sr. CIM is responsible for both the management and implementation of assigned customer projects at the strategic level and will provide support at the non-strategic level as needed. Additionally, the Sr. CIM’s may review projects for both scoping and pricing, along with providing consultative support for all products within the Professional Services team. MINIMUM QUALIFICATIONS AND REQUIREMENTS: •Bachelor’s Degree or equivalent experience•Five (5) years of related customer service, project management and/or technical support experiencehighly preferred•Two (2) years in a Professional Services role at Mindbody is preferred•Expert knowledge of Mindbody’s software products is preferred•Demonstrated ability to use problem-solving, critical thinking, communication, and relationship-building skills•Demonstrated ability to mitigate and take ownership of customer escalations•Demonstrated ability to manage customer expectations and facilitate win-win situations •Demonstrated ability to interact with all levels of customers from front-line staff to senior level leadership•Thorough knowledge of and demonstrated ability to use and navigate web and mobile technologies •Advanced knowledge of hardware installation and settings•Working knowledge of the following:oBasic SQL capabilitiesoFundamentals of Data Warehousing conceptsoProject ManagementoApplication Integration Programming (API)oPartner SolutionsoFranchise ManagementoCross-Regional/Brand Support•Demonstrated ability with the basic functions and features within Microsoft and Google platforms•Ability to manage business location transfers and other large data work projects Mindbody, Inc. ConfidentialMindbodyJOB DESCRIPTION•Demonstrated ability to facilitate change management with their point of contact (POC) and/or the customer’s organization•Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently. Demonstrated ability to meet internal and external deadlines •Training and CertificationsoLevel 3 Mindbody Software Consultant Certification, or the ability to obtain within the first 90-days of hire PRINCIPAL DUTIES AND RESPONSIBILITIES:•Provide customer consultations to review project requirements for the design and implementation of projects, participate and contribute to the estimation and SOW process, including timelines and costs. •Provide support to Implementation projects by consulting with customers and partners to gain an understanding of their business model and goals to design workflows that translate into a robust and scalable design. •Responsible for project coordination and implementation of complex, multi-location integrations, with a focus on strategic customer implementation and data projects to ensure a customer experience that is seamless and consistent.•Lead smaller implementation projects for strategic accounts to ensure deliverables and timelines are met.•Partner with assigned Project Manager for large strategic account implementation projects.•Work directly with customers to manage initial access, coordinate data conversions and integrations, create process documentation and templates and train users for a successful launch of Midbodysoftware. •Provide refinement and updates for strategic accounts and templates.•Proactively manage client expectations and performance guarantee commitments by partnering with all internal and external project stakeholders.•Build and maintain a high-level of industry specific business knowledge by remaining current on emerging products and technical updates to assist with product and partner recommendations. •Provide mentorship and assist with oversight of the Customer Implementation Managers. •All other duties as assigned