At a Glance
- Tasks: Lead a team to create loyal relationships and drive customer product adoption.
- Company: Playlist, a platform for intentional living and meaningful connections.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Join a dynamic team focused on enhancing customer experiences and driving innovation.
- Why this job: Shape healthier communities while working with inspiring brands like Mindbody and ClassPass.
- Qualifications: 5 years in account management and strong leadership skills required.
The predicted salary is between 40500 - 49500 £ per year.
At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.
ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.
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.
*Typical work hours 12PM - 8PM*
Manager, Technical Account Management employer: ClassPass
At Playlist, we pride ourselves on fostering a vibrant work culture that prioritises employee well-being and growth. As a Growth/Lifecycle Marketing Manager, you'll be part of a dynamic team dedicated to reshaping how people connect with fitness and wellness experiences, all while enjoying the benefits of a supportive environment that encourages innovation and collaboration. With opportunities for professional development and a commitment to meaningful work, Playlist is an exceptional employer for those looking to make a positive impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Account Management
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ClassPass. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ClassPass before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Technical Account Management
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ClassPass:Your cover letter is your chance to shine! Tell us why you want to work at ClassPass specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ClassPass!
How to prepare for a job interview at ClassPass
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
