Job Description
INTRODUCTION:
As Enterprise Customer Success Manager, you will be responsible for ensuring that our customers are successful and growing using the Glofox product. You will become a trusted advisor to the customer, and responsible for onboarding, data migration, implementation, strategic support, and ongoing relationship management across your book of customers. This role will directly support a California-based, large enterprise customer, but the role may expand to support other brands.
As the main point of contact the customer, you will have the opportunity to build strong, influential relationships with key customer stakeholders across all levels, and provide ongoing input on best practices, strategies, and recommended workflows to ensure success.
You will ensure that escalated support issues are resolved and assist the CS team in developing adequate solutions for any gaps in product functionality. Essentially, “the buck stops with you” when it comes to closing the loop on customer concerns within the brand(s) you support.
WHAT YOU WILL DO:
- Build trust and long-term relationships with all Glofox users within the customer’s network
- Manage and guide onboarding for new locations
- Work closely with Product, Support and other internal stakeholders to deliver success for the customer throughout the customer lifecycle
- Track and monitor customer’s account status and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders
- Work jointly with the customer to develop a success plan
- Harvest customer success stories and testimonials from customers capturing business outcomes
- Demonstrate product capability, functionality, and potential business outcomes
- Act as a direct point of contact for escalation of customer issues, identifying and triaging internal resources to help find a resolution
- Handle/assist with escalated support tickets
- Maintain customer and product usage intelligence using our CRM and customer engagement platforms.
- Preparation and delivery of feature requirements and feedback reports directly to the Product team
- Serve as a mentor for new hires and junior team members
- Any related ad-hoc or project tasks as required
- Participate in cross-functional projects across Glofox teams
What you’ll need:
- 3-5 years experience in an equivalent role
- COMMUNICATIONS SKILLS Communication skills are a paramount requirement of this position. The CSM interacts directly with customers and, as such, they must be capable of maintaining clear, unambiguous, exhaustive, and fulfilling communications with the consumers, leaving them feeling satisfied and tended to.
- Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
- Strong negotiation skills, with the ability to follow-through on customer contracts
- INTERPERSONAL SKILLS The CSM must be customer-oriented, be patient to manage demanding consumers, be results-focused, demonstrate integrity and respect in the performance of their duties, be self-motivated, can handle multiple projects simultaneously and meet deadlines, have exceptional organizational skills, and demonstrate calmness in uncertain and stressful situations inspiring the same in their team.
- PEOPLE/LEADERSHIP SKILLS The CSM must be a committed and highly collaborative individual who values the input of colleagues and involves others in critical decision-making. They must demonstrate an ability to lead with a vision establishing a healthy working culture in their team. They are likable and approachable, making it easy for junior and collaborative personnel to follow them and enabling them to earn the trust of customers.
- ANALYTICAL SKILLS Able to analyze data and sales statistics and translate results into better solutions
- ATTRIBUTES
- Based in PST, ideally in California and near the San Diego region
- Able to multitask, prioritize, and manage time efficiently
- Goal-oriented, accountable, organized team player
- Self-motivated and self-directed
- Ability to multitask and manage more than one key account
- Experience with project management and/or CRM software
- Superior Excel skills a plus.
- Experience with Asana and Salesforce a plus
- Fitness industry experience a plus
WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, you pick when you want time off when it’s best for you!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S. based candidates for this position is $ 60,000 -- $ 81,600 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.
We’re committed to diversity and passion, and encourage you to apply, even if you don’t tick all the listed skillsets!
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry, and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 31 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps over 24,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
#LI-REMOTE
