Associate Technical Account Manager

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:

As an Associate Technical Account Manager (ATAM), your primary responsibility is to support our Technical Account Managers (TAMs) in North America to ensure the success of our customers. You will work closely with our TAM team to facilitate the implementation and configuration of MINDBODY software for TAM customers. You will also manage a small book of business of your own, serving as the main point of contact for those accounts. Additionally, you will assist in identifying opportunities for improvement and ensuring that customers receive exceptional service and value.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• 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 manage high-volume, repetitive tasks with consistent accuracy and attention to detail.
• 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.
• Problem-solving skills, with the ability to handle complex issues with 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.
• 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 Basic SQL, Microsoft Office Suite, and Application Programming Interface (API) is a bonus.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Participate in comprehensive training, including Mindbody software training and shadowing the Technical Account Management Team.
• Build and maintain a strong foundation of technical knowledge around Mindbody products, partners, and services.
• Ability to complete recurring tasks efficiently while maintaining a high standard of quality.
• Balance TAM support tasks with managing a small book of business, prioritizing work so both your own accounts and the wider team’s needs are met.

JOB DESCRIPTION

• Execute tasks and assignments as directed by Senior Technical Account Managers and Technical Account Managers.
• Provide Technical Account Management consultations to assist customers through the TAM sales and evaluation process.
• Manage a designated portfolio of customers as assigned.
• 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 technical 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.
• Facilitate the implementation, onboarding, conversion, and maintenance of Managed Services accounts/organizations.
• All other duties as assigned.