JOB FAMILY SUMMARY:

Provides software training and implementation support to new Mindbody customers. Coaches clients throughout the initial implementation of their Mindbody software to reach their goals. Recommends and/or helps implement other value-added services available through Mindbody.

JOB SUMMARY:

The Customer Training Specialist is responsible for creating, developing, and executing content for external customer trainings, including franchisee. This position will work with department stakeholders to identify training needs and monitor the effectiveness of internal training resources for customers at various touchpoints. This role develops and executes actionable training programs. The Customer Training Specialist ensures that learning objectives are met, aligning programs with business strategy to drive revenue.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree or equivalent experience in Education or Instructional design

• 2-3 years’ experience with Customer Service in a SAAS business

• 1+ years’ experience with training or certification creative and delivery

• Excellent written and verbal communication skills, including creating and delivering presentations/trainings to audiences live or virtually

• Extreme attention to detail and organizational skills

• Exceptionally self-motivated and directed with an ability to learn quickly and autonomously

• Demonstrates a sense of urgency and takes initiative

• Experienced in measuring complete program effectiveness

• Tendency to think outside the box and develop solutions that may not be immediately obvious

• Skilled at building traction with online education programs

• Excellent professionalism and an energetic positive attitude displayed

• Knowledge of adult learning styles, principals, and methodologies

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Bring best practices to ensure innovative content delivery methods

• Align content to business strategy and outcomes for Franchisees, Data Owner Transfers, and customers seeking refresher trainings

• Develop unique proposition for all education programs

• Create and execute educational content and opportunities aligned with business objectives

• Deliver high quality virtual training curriculum for Franchisees, Data Owner Transfers, and customers seeking refresher trainings

• Develop and write educational content, aligned with customer and business trends to meet revenue

objectives

JOB DESCRIPTION

• Develop and pilot new ways to deliver education experiences, with a goal of growing and scaling education to reach more individuals

• Build productive working relationships with internal teams, customers, external partners, vendors, and management

• Leverage data/analytics to make decisions on new content development

• Works closely with cross-functional teams to identify educational needs and coordinate new content development

• Responsible for content health, keeping it up to date and relevant

• Assess and documents performance of customers and team throughout educational programs

• All other duties as assigned

The Onboarding Specialist position provides software configuration and onboarding support to Mindbody customers through multiple methods of contact, specifically on camera interactions over video conferencing and email communication. They collect customer requirements during initial kick-off calls and configure the customer site accordingly to help them achieve their goals. This role acts as a liaison between the customer and other Mindbody teams, recommending and helping implement value-added services.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree or High School diploma and equivalent experience required.
• 1+ years customerservice experience.
• Training orteaching experience preferred.
• Strong time managementskills with the ability to use time effectively and efficiently.
• Ability to read, analyze and solve customer questions.
• Ability to clearly write proceduresin response to customer questions.
• Ability to effectively present information (verbal and written) and respond to customer questions in 
one-on-one and group settings.
• Practices attentive and active listening.
• Knowledgeable in current industry practices, trends, technology, and other information affecting 
clients’ businesses.
• Knowledge of database and internet-based software.
• Knowledge of MicrosoftOutlook, Excel, and Word.
• Familiar with internet browsers and settings.
• Familiar and skilled with online chat tools, and email.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manages accounts for assigned customers to provide configuration, as well as training and
onboarding support consistent with department expectations and procedures in a face-to-face 
Zoom environment.
• Gathers and records customer requirements, then builds customer sites in alignment with their 
needs and use cases
• Identify customer needs and recommends and/or coordinates additional value add services and 
products.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

• This role regularly utilizes a computer, including the use of a monitor, mouse and keyboard.
• The noise level in the work environment is usually moderately quiet.
• The primary channel of communication is over cloud-based video conferencing such as Zoom, where 
cameras should remain on during customer interactions and meetings.
• Requires a significant portion of the day to be on calls speaking with customers in a virtual face-to-face 
environment.

About the right team member

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.    

About the role

• 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 Midbody software.
• 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.

Skills & experience

• Bachelor’s Degree or equivalent experience
• Five (5) years of related customer service, project management and/or technical support experience highly 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
• 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
• 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