Associate Technical Account Manager

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.

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.

As an Associate Technical Account Manager (ATAM), your primary responsibility is to support our Technical Account Managers (TAMs) in ensuring the success of our customers. You will work closely with our Technical Account Management team to facilitate the implementation and configuration of MINDBODY software for Technical Account Management customers. Additionally, you will assist in identifying opportunities for improvement, and ensuring that customers receive exceptional service and value.

• 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 quickly grasp industry, company, product, and technical knowledge.
• Excellent time management and organizational skills, ability to prioritise 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 recognises 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 API is a bonus.

• 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.
• 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 utilising 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.
• Recognise gaps in workflow, site setup, and product utilisation, 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/organisations.
• All other duties as assigned.

Have we piqued your curiosity? Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.