Mindbody
wellness technology
TechnicalAccountManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Account Manager at Mindbody. Skills: Advanced technical account management, Customer relationship management, Problem-solving, Technical support, Project management. Provide advanced technical account management support. Gain understanding of customer's business model to develop solutions”
What You'll Achieve.
Ensure a customer’s success when utilizing Mindbody solutions; Deliver services in a way that our customers are delighted to do business with MINDBODY; Provide a superior customer experience; Maintain or drive an increase in account recurring revenue (ARR); Support their MINDBODY designated portfolio; Meet internal and external follow through on all assigned action items; Meet individual metrics and department goals set by Mindbody leadership
Industry & Context.
Use problem-solving skills; Critical thinker and skilled problem solver; Can troubleshoot technical issues to determine right path to resolution; Develop solutions that meet the customer’s needs and improves efficiencies within the software; Identify gaps in a customer’s workflow, site setup and product usage, to develop solutions that support a customer’s business objectives
What They're Looking For.
Must Have
Ability to meet internal and external deadlines, Excellent verbal and written communication skills, Demonstrated ability to mitigate and take ownership of escalated and complex customer issues with confidence, patience, and 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, Experience writing technical procedures and presenting information in response to customer questions in one-on-one and group settings, Ability to collaborate cross-functionally with all levels of internal customers from front-line staff to senior-level leadership in a tactful and professional manner and recognizes the importance of building professional and positive working relationships, Demonstrated ability to provide support to customers in advanced and complex situations, facilitating change management as needed, Critical thinker and skilled problem solver, can troubleshoot technical issues to determine right path to resolution, Demonstrated ability to mitigate and take ownership of customer escalations, Demonstrated ability to manage customer expectations and facilitate win-win situations, Demonstrated ability to think consultatively with customers and work proactively to identify solutions before issues arise, Ability to share feedback and suggestions internally to improve processes, products and services while advocating for customer needs
Nice to Have
Basic SQL, Application Integration Programming (API), Partner Solutions, Cross-Regional implementation and support, Datashare implementation and support
What You'll Do.
Provide advanced technical account management support
Gain understanding of customer's business model to develop solutions
Improve efficiencies within the software
Develop relationships with customers and internal resources
Ensure customer success
Manage the customer experience
Educate customers on best practices
Act as a project manager for all technical MINDBODY things
Deliver services to delight customers
Provide support for advanced and complex technical needs
Maintain or drive an increase in account recurring revenue (ARR)
Support designated customer portfolio
Build and maintain a high-level of technical knowledge around MINDBODY software platforms
Expand features and/or services
Manage a designated portfolio of multi-location accounts
Identify service needs that result in a clear account management plan
Educate customers on product features or additional services
Coordinate resolution of basic and complex customer inquiries
Escalate issues to a higher-level of technical account support as needed
Identify gaps in customer's workflow
site setup and product usage
Develop solutions that support customer's business objectives
Accurately track customer engagements
account progress and milestones
Act as a liaison between customers and MINDBODY partners
internal development teams or other 3rd party developers
Oversee customer projects to ensure desired timelines and deliverables are met
Accurately track time spent on customer engagements
account progress and milestones
Meet individual metrics and department goals
Engage with customers and meet internal and external follow through on all assigned action items
regular client communications and responses
Consistent follow through on all issues and actions
Examine all issues for escalated accounts
Ensure information is accurate and provided to customers or partners in a timely manner
Self-manage high stress situations and customer escalations
Work towards resolution
Collaborate internally to develop and share best-practices and knowledge
Advocate and communicate opportunities for development to management
Support team and business goals
How You'll Work.
Team & Collaboration
Develop relationships with internal resources; Collaborate cross-functionally with all levels of internal customers; Act as a liaison between customers and MINDBODY partners, internal development teams or other 3rd party developers; Collaborate internally as needed to develop and share best-practices and knowledge
Communication Scope
Excellent verbal and written communication skills; Ability to communicate in a clear, concise, and understandable manner; Ability to communicate technical concepts to a non-technical audience; Presenting information in response to customer questions in one-on-one and group settings; Provide excellent, regular client communications and responses
Process & Methodology
Act as a project manager for all technical things MINDBODY, Oversee customer projects to ensure that desired timelines and deliverables are met
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 Technical account Management team provides a wide range of services to MINDBODY customers who wish to engage with a single-point-of-contact for their technical and business management needs. Customers who purchase Technical Account Management may also request their TAM to support multiple types of project engagements from onboarding new locations to mass data changes within the software. About the right team member The Technical Account Manager (TAM) provides advanced technical account management support to their assigned customer base by gaining an understanding of a customer’s business model to develop solutions that meet the customer’s needs and improves efficiencies within the software. The TAM is required to develop relationships with customers along with internal resources to ensure a customer’s success when utilizing Mindbody solutions. The TAM is responsible for managing the customer experience by educating customers on best practices, acting as a project manager for all technical things MINDBODY, and delivering services in a way that our customers are delighted to do business with MINDBODY. The TAM provides support for advanced and complex technical needs. The TAM’s
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