Associate Technical Account Manager- Sheffield, UK

We're revolutionizing the fitness & wellness industry, and we’re looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry’s most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we’re partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We’re not just another tech company—we’re far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let’s see what we can accomplish together! 

Who we are

This team is the Managed Services Support team. This teams goal is to provide 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. This team works closely with customers to ensure all inquiries, issues, and goals are met. 

About the right team member

As an Associate Technical Account Manager (ATAM), your primary responsibility is to support our ClassPass Strategic Account Managers in ensuring the success of our customers. You will work closely with our Strategic Account team to facilitate the implementation and configuration of ClassPass to our Strategic customers. Additionally, you will assist in identifying opportunities for improvement, and ensuring that customers receive exceptional service and value. At times you will be asked to complete work in the Mindbody Eco System assisting again with either our Technical Account Management Team or our Strategic Account Management team.  

About the role

• Participate in comprehensive training for the ClassPass Software.
• Build and maintain a strong foundation of technical knowledge around ClassPass products, partners, and services.
• Execute tasks and assignments as directed by Strategic Account Managers.
• 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 problem; escalate issues to a higher-level of account support, as needed.
• Recognize gaps in workflow, site setup, and product utilization, developing solutions to align with business objectives and promoting best practices within the team. 
• 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 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.

Skills & experience

• 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 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.
• 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 , Mindbody and ClassPass.
• Experience writing technical procedures and presenting information in one-on-one and group settings.
• 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.
• Familiarity with Mindbody, Basic SQL, Microsoft Office Suite, and Application Programming Interface (API) is a bonus.

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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