Technical Account Manager

Our dream of revolutionizing the fitness and wellness industry is no small feat, and we're looking for talented people to make it a reality. When you join Mindbody + ClassPass, you'll work with kind, intelligent people and enjoy unrivaled benefits. You'll also share in a true culture of purpose and passion centered around helping people live happier, healthier lives. We're not just another thriving company—we're far and away the leader of our industry. So join the team, and let's see what we can accomplish together

**Who we are**:
At Mindbody + ClassPass, we're innovating for the future of wellness by bringing together the best of both sides of the market: Mindbody is the industry's most trusted technology platform, empowering tens of thousands of wellness brands around the world with the software and resources they need to run and grow their businesses. ClassPass is one of the most popular apps for fitness lovers and self-care enthusiasts, partnering with over 30,000 fitness studios, gyms, salons, and spas around the world. We're on a mission to create a wellness community for all—opening the doors to more authentic, local wellness experiences than ever before.

**About the right team member**:
A Technical Account Manager (TAM) provides account management support to both their assigned base and ad hoc engagements 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. This will be a hybrid role supporting both Booker and Mindbody software focused primarily on the spa/salon customer base.

**About the role**:

- Build and maintain a strong foundation of technical knowledge around Mindbody (including Booker) products, partners, and services.
- Manage a designated portfolio of complex, multi-location, and strategic customers' accounts, as assigned.
- Provide ad hoc support to customer accounts needing one-off engagements.
- 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 product teams and leadership, as needed.
- Develop and maintain an extensive understanding of Mindbody's Preferred Technical Partners. Act as a liaison between customers and Mindbody Partners, internal development teams or other 3rd party developers to oversee customer projects to ensure that desired timelines and deliverables are met.
- 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 the 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.
- Develop materials and present information at the Quarterly Business Review (QBR).
- All other duties as assigned.

**Skills & experience**:

- Bachelor's Degree or equivalent experience.
- Three (3) years of experience in a client facing, high-level, customer technical support or service role. SaaS company experience preferred.
- 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 proficiency of Booker's core software 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