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Manager, Customer Support

Manager

MINDBODY | Customer Service

The Manager, Customer Support is responsible for overseeing and managing the success of the various Customer Success and Premium Service teams. These teams are essential to maintaining and growing MINDBODY’s biggest and most strategic customer accounts. This position is instrumental in ensuring team members have the complete skillset, and knowledge of processes and procedures, to effectively manage their individual book of business.

This role will be responsible for all aspects of performance management- managing team members against established KPI’s, completing continual coaching and evaluations, and ensuring we have top talent in the department. As the Customer Success program evolves it will be this person’s job to take part in the change management process and ensure team members are adopting new processes quickly and effectively.

Similarly in Premium Services, being close enough to the team and their clients will ensure that we keep our largest customers in a good place and help them grow. Running team meetings, collaborating cross-functionally with other managers and leads, providing team member coaching and carrying out one on one’s with a structured cadence will be essential to this manager’s success. Additionally, the Manager, will be responsible in assisting team members with challenges, effectively assisting in removing obstacles and impediments, ensuring their success with their customers. The right candidate will be able to draw on previous experience in similar roles and have established tried and true methods for influential communication and demonstrating effective mentoring and leadership skills.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Leverage previous experience and industry knowledge to help innovate and refine our customer success approach
  • Refine and focus team members on department goals and KPI’s
  • Conduct one on one’s with team members and provide coaching where necessary
  • Manage and resolve customer escalations where appropriate
  • Work closely internally with Enterprise Sales, Premium Services, Customer Success, Account Development, product teams, and executives to ensure workflow alignment and evolution
  • Carry out performance management, engage team members individually to strengthen skill sets and abilities
  • Effectively lead the team through various changes in job duties and processes
  • Engage team in adopting and maturing Customer Success & Premium Services fundamental processes
  • Review team and individual KPI’s, determine additional areas of opportunity and improvement
  • Plan, communicate, and manage changes to continuously evolve department impact on key metrics such as net revenue retention, upsell, logo churn, etc.
  • Leverage change management to continuously evolve the team in refining skills and abilities with established processes and practices, adopting new processes and practices as implemented
  • Conduct code red meetings and monitor risk within the portfolio, applying proper risk mitigation strategies to limit churn
  • Seek out opportunities to scale manually conducted activities, improve the percentage of successful outreaches that deliver in large customer impact
  • Assist with administrative elements concerning Gainsight and Salesforce software initiatives
  • Travel to attend face to face customer meetings, as necessary
  • All other duties as assigned
Skills & Requirements

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

  • Significant account management experience
  • Previous people management experienced required
  • Bachelor’s degree or higher in related field strongly preferred
  • Embody MINDBODY culture and core values
  • Strong written and verbal communication skills and ability to present/teach to a variety of audiences
  • Strong leadership and influencing skills, including ability to mentor and effective coach team
  • Previous experience dealing with Enterprise level customer and officers
  • Demonstrated competence in effective change management processes
  • Exhibits a positive and ‘can-do’ attitude at all times
  • Skilled in motivating and inspiring groups of people
  • Strong analytical and problem-solving skills
  • Ability to address and resolve conflict within a team environment
  • Clear and effective written communication skills
  • Ability to remain calm during escalated issues