Technical Account Manager - 12-Month FTC

JOB FAMILY SUMMARY:
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 complex technical management needs. The team also provides support for multiple types of one-time project engagements from site redesigns to mass data changes within the software.

JOB SUMMARY:
A Technical Account Manager (TAM) provides technical and account management support to their assigned base by gaining a deep understanding of a customer's business model, data, and integration needs 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, drawing on strong technical fluency (APIs, SQL, data analysis) alongside account management skill. The TAM is responsible for managing the customer experience by educating customers on best practices, acting as their liaison for all things Mindbody — including technical and integration matters — and delivering services in a way that our customers are delighted to do business with Mindbody.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's Degree or equivalent experience, preferably in a technical field (e.g., Computer Science, Information Systems, Engineering) or equivalent hands-on experience.
• Three (3) years of experience in a client facing, high-level role such as solutions engineering, technical account management, or implementation.
• Demonstrated hands-on SQL experience (writing and troubleshooting queries) and working familiarity with APIs (able to read documentation and translate technical discussions between customer developers and our API team).
• Project management or coordination experience preferred.
• Prior experience with Mindbody's core software products is a nice to have; strong technical aptitude and ability to ramp quickly on new platforms and technical stacks is required.
• 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 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, including translating technical concepts (API behavior, query logic, integration architecture) to a non-technical audience.
• Demonstrated ability to mitigate and take ownership of escalated and complex technical and account 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 a technical or business impact on customers and Mindbody.
• Experience writing technical procedures, documentation, or integration specs, 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 — including engineering and product teams — from front-line staff to senior-level leadership in a tactful and professional manner and recognizes the importance of building professional and positive working relationships.
• Demonstrated ability to provide support to customers in advanced and complex technical situations, facilitating change management as needed.

JOB DESCRIPTION

• Ability to share feedback and suggestions internally to improve processes, products and services while advocating for customer needs.
• Required experience with:
• SQL (querying, data troubleshooting/analysis)
• Application Integration Programming (API) — able to understand and translate technical API discussions between a customer's developers and Mindbody's API team; comfortable reading API documentation, requests, without hands-on development work
• Experience with any of the following is preferred:
• Partner Solutions
• Cross-Regional implementation and support
• Datashare implementation and support
• Mindbody core or add-on products

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Build and maintain a strong foundation of technical knowledge around Mindbody products, partners,and services.
• Manage a designated complex portfolio of customers as assigned.
• Use advanced product and technical knowledge to educate customers on product features, API/integration options, 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, including API, data, and integration issues, by gathering information to identify and assess the nature of the problem; escalate issues to a higher-level of technical support or engineering, as needed.
• Identify gaps in a customer's workflows, site setup, integrations, and product usage, to develop technical and process solutions that support a customer's business objectives and educate them on best practices.
• Accurately track time spent on customer engagements, technical 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 — including with engineering, product, and data teams — to develop and share best practices and technical knowledge that will better support customers.
• Advocate and communicate opportunities for development to management with a solution-oriented mindset when technical issues or process changes are needed to support a better customer experience.
• All other duties as assigned.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

• Ability and willingness to travel, as needed, to customer locations.
• Flexibility of work schedule as required by designated customer base.
• This role regularly utilizes a computer, including the use of a monitor, mouse and keyboard.
• The noise level in the work environment is usually moderately noisy and may have frequent interruptions or distractions.

SCOPE OF SUPERVISION/AUTHORITY:
Duties are performed under limited supervision. Often responsible for planning and organizing their own work, which will be directly related to general business operations of the company or its customers. Will receive training and guidance from manager as needed. Individual contributors will be required to regularly exercise discretion and independent judgment with respect to matters of significance. No direct management responsibility.