JOB FAMILY SUMMARY:

The Technical Account 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:

The Manager, Technical Account Management is responsible for providing exceptional leadership and management to lead a team and to create loyal, win-win relationships with our customers. The incumbent is responsible for developing and continuously evolving consultative programs and practices that drive customer product adoption and loyalty. The Manager, Technical Account Management works cross-functionally to ensure smooth transitions between internal partners.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree or equivalent experience
• Five (5) years of related work experience in account management, especially in the areas of customer service, sales and education/training
• Three (3) years of previous strategic, high-level management and leadership experience
• Three (3) years of management experience within Professional Services, Technical Account Management or Consulting firm account management
• Experience in business application consulting and experience and knowledge of B2B and B2C software
• Demonstrated ability in working with, establishing, and expanding global delivery
• Demonstrated ability in identifying, developing and delivering on capacity and revenue optimization and resource utilization efficiency planning
• Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understanding manner to a variety of audiences
• Strong technical skills including data analysis, technical support, and cloud software implementations
• Ability to quickly learn new technologies and be flexible in a fast-paced environment
• Demonstrated ability to continuously identify areas for improvement and proactively develops effective approaches to achieve goals
• Advanced knowledge of or the ability to quickly learn the Mindbody teams and functions and a proven ability to work cross-functionally
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Based on company and departmental goals, develop and consciously evolve functional objectives to steer technical account management activities to align with those drivers and goals, including, but are not limited to maximizing and management of resource utilization, improved globalization of processes and practice in partnership with other Strategic Accounts global leaders, expansion of delivery and revenue while maintaining a high level of customer satisfaction
• Consistently and proactively engage customers to ensure that technical account management support, training, and services, effectively drives product adoption and customer loyalty
• Guide a team through training and growth along with design, development, and execution of customer centered consultative practices and processes that drive value and demonstrate a deep understanding of client business objectives, and best practices
• Ensure coordination between cross-functional teams involved in the customer experience
• Provide a feedback loop of relevant information to improve lead quality and handoffs from Sales to Strategic Accounts
• Monitor the voice of the customer and overall satisfaction as it relates to the TAM experience, make adjustments to meet and exceed expectations, and resolve escalated customer issues, as needed
• Partner with People and Culture to lead and support team members in areas of selection, promotion, compensation, development and employee relations
• Monitor customer adoption of Mindbody software and provide product development teams with an understanding of client overall business needs as it relates to Mindbody products
• Execute on strategy, as well as motivate, coach and empower direct reports to meet and exceed onboarding goals and KPIs
• Accountable for regularly providing timely and consistent feedback to direct reports and completing performance appraisals and acting as a resource and coach for continued professional development.
• All other duties as assigned