Technical Account Manager

2 weeks ago

Sydney, Australia MINDBODY Full time

Yes, this is a posting for a job. But it’s also a calling to a career. And even more than that? It’s an invitation to come as you are—to be your whole self, while becoming your best self. We’re looking for minds with heart to help us positively impact the world of wellness.

Do you believe that everyone deserves wellness? We want to hear from you.

**About the role**

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

**Main Duties**
- 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.

**Qualifications and requirements**
- Experienced in a client facing, high-level, customer support or service role.
- Project management or coordination experience preferred.
- Demonstrated ability to quickly learn and acquire new industry, company, product, or technical knowledge and best practices.
- Excellent time management and organizational skills
- 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
- Demonstrated ability to provide support to customers in advanced and complex situations, facilitating change management as needed.
- Experience with any of the following is preferred:

- Basic SQL
- Application Integration Programming (API)
- Partner Solutions
- Cross-Regional implementation and support
- Datashare implementation and support

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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