Mindbody
wellness
AssociateTechnicalAccountManager
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“Associate Technical Account Manager at Mindbody. Skills: customer technical support, customer service, technical account management, implementation, configuration, customer success. support our Technical Account Managers (TAMs) in ensuring the success of our customers. facilitate the implementation and configuration of MINDBODY software for Technical Account Management customers”
What You'll Achieve.
ensuring the success of our customers; ensuring that customers receive exceptional service and value; responsible for individual metrics and department goals set by Mindbody leadership
Industry & Context.
Problem-solving skills; handle complex issues with professionalism; use problem-solving skills; Recognize gaps in workflow, site setup, and product utilization, developing solutions
What They're Looking For.
Must Have
One (1) year of experience in a high-level, customer technical support or service role, 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 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, Problem-solving skills, with the ability to handle complex issues with professionalism, Ability to use problem-solving skills, quick-thinking, expectation setting, and use of independent judgement when making decisions that have an impact on customers and Mindbody, 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
Nice to Have
SaaS company experience preferred, two (2) years is preferred, Project management or coordination experience preferred, Familiarity with Basic SQL, Microsoft Office Suite, and Application Programming Interface (API) is a bonus
What You'll Do.
support our Technical Account Managers (TAMs) in ensuring the success of our customers
facilitate the implementation and configuration of MINDBODY software for Technical Account Management customers
assist in identifying opportunities for improvement
ensuring that customers receive exceptional service and value
Participate in comprehensive training
including Mindbody software training and shadowing the Technical Account Management Team
Build and maintain a foundation of technical knowledge around Mindbody products
Execute tasks and assignments as directed by Senior Technical Account Managers and Technical Account Managers
Provide Technical Account Management consultations to assist customers through the TAM sales and evaluation process
Manage a designated portfolio of customers as assigned
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 escalate issues to a higher-level of technical account support
Recognize gaps in workflow
and product utilization
developing solutions to align with business objectives and promoting best practices within the team
Accurately track time spent on customer engagements
account progress and milestones consistent with current and future department procedures and responsible for individual metrics and department goals set by Mindbody leadership
Act with a sense of urgency and professionalism while meeting internal and external 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-orientated mindset when issues or process changes are needed to support a better customer experience
Facilitate the implementation
and maintenance of Managed Services accounts/organizations
How You'll Work.
Team & Collaboration
collaborate cross-functionally with all levels of internal in a tactful and professional manner; work effectively with internal teams; Collaborate internally as needed to develop and share best-practices and knowledge that will better support customers
Communication Scope
Excellent verbal and written communication skills; communicate in a clear, concise, and understandable manner; providing technical concepts to a non-technical audience
Process & Methodology
Project management or coordination experience preferred, coordination experience
Full Job Description
At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology. 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: As an Associate Technical Account Manager (ATAM), your primary responsibility is to support our Technical Account Managers (TAMs) in ensuring the success of our customers. You will work closely with our Technical Account Management team to facilitate the implementation and configuration of MINDBODY software for Technical Account Management customers. Additionally, you will assist in identifying opportunities for improvement, and ensuring that customers receive exceptional service and value. MINIMUM QUALIFICATIONS AND 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 ma
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