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:

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.

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.

• Project management or coordination experience preferred.

• Demonstrated proficiency of Mindbody’s core software products is required.

• Demonstrated proficiency of Mindbody add-on products is preferred.

• Demonstrated ability to quickly learn and acquire new industry, company, product, or technical knowledge and best practices.

• 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 time; 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.

• Demonstrated ability to mitigate and take ownership of escalated and complex customer issues with confidence, patience, and professionalism.

• Ability to use strong 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.

JOB DESCRIPTION

• Ability to share feedback and suggestions internally to improve processes, products and services while advocating for customer needs.

• Experience with any of the following is preferred:

o Basic SQL

o Application Integration Programming (API)

o Partner Solutions

o Cross-Regional implementation and support

o Datashare implementation and support

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Build and maintain a strong foundation of technical knowledge around Mindbody products, partners,and services.

• Manage a designated portfolio of customers as assigned.

• Use advanced product knowledge to educate customers on product features or additional services to meet their needs; assist them with gaining additional value and knowledge of the product and services.

• Act as a single point of contact to 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 problem; escalate issues to a higher-level of technical account support, as needed.

• 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.

• Accurately track time spent on customer engagements, support interactions, account progress and milestones consistent with current and future department procedures and KPIs; responsible for individual metrics and department goals set by Mindbody leadership.

• Act with a sense of urgency and professionalism while engaging with customers and meeting internal and external deadlines; 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.

• All other duties as assigned.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

• Ability and willingness to travel, as needed, to customer locations.

• Flexibility of work schedule as required by designated customer base.

• 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 noisy and may have frequent interruptions or distractions.

SCOPE OF SUPERVISION/AUTHORITY:

Duties are performed under limited supervision. Often responsible for planning and organizing their own work, which will be directly related to general business operations of the company or its customers. Will receive training and guidance from manager as needed. Individual contributors will be required to regularly exercise discretion and independent judgment with respect to matters of significance. No direct management responsibility.