Technical Account Manager - French Speaker

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 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 technical and business management needs. Customers who purchase Technical Account Management may also request their TAM to support multiple types of project engagements from onboarding new locations to mass data changes within the software.

About the right team member

The Technical Account Manager (TAM) provides advanced technical account management support to their assigned customer base by gaining an understanding of a customer’s business model to develop solutions that meet the customer’s needs and improve efficiencies within the software. The TAM is required to develop relationships with customers along with internal resources to ensure a customer’s success when utilising Mindbody solutions. The TAM is responsible for managing the customer experience by educating customers on best practices, acting as a project manager for all technical matters related to MINDBODY, and delivering services in a way that our customers are delighted to do business with MINDBODY. The TAM provides support for advanced and complex technical needs. The TAM’s overall goals are to provide a superior customer experience to ultimately maintain or drive an increase in account recurring revenue (ARR) and support their MINDBODY designated portfolio.

About the role

• Build and maintain a high level of technical knowledge around MINDBODY software platforms and expand features and/or services.
• Manage a designated portfolio of multi-location accounts.
• Develop customer relationships and gain an understanding of a customer’s business model to identify service needs that result in a clear account management plan.
• Use advanced product knowledge to educate customers on product features 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 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.
• Identify gaps in a customer’s workflow, site setup and product usage, to develop solutions that support a customer’s business objectives and educate them on best practices.
• Accurately track customer engagements, support interactions, account progress and milestones.
• Act as a liaison between customers and MINDBODY partners, internal development teams or other third-party developers to oversee customer projects to ensure that desired timelines and deliverables are met.
• 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 engaging with customers and meeting internal and external deadlines; follow through on all assigned action items.
• Provide excellent, regular client communications and responses and consistent follow-through on all issues and actions.
• Regularly examine all issues for escalated accounts to ensure information is accurate and provided to customers or partners in a timely manner.
• Self-manage high-stress situations and customer escalations in a professional manner and work towards resolution.
• 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-oriented mindset when issues or process changes are needed to support a better customer experience.
• All other duties as assigned.

Skills & experience

• Bachelor’s Degree or equivalent experience.
• Experience with Mindbody software is essential.
• Bilingual English & French.
• Three (3) years of experience in a client-facing, high-level, customer support or service role.
• Project management or coordination experience preferred.
• Demonstrated proficiency of Mindbody’s core software products is required.
• Demonstrated proficiency of Mindbody add-on products is preferred.
• Demonstrated ability to quickly learn and acquire new industry, company, product, or technical knowledge and best practices.
• Excellent time management and organisational 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.
• Demonstrated ability to mitigate and take ownership of escalated and complex customer 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 an impact on customers and Mindbody.
• Experience writing technical procedures 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 from front-line staff to senior-level leadership in a tactful and professional manner and recognises the importance of building professional and positive working relationships.
• Demonstrated ability to provide support to customers in advanced and complex situations, facilitating change management as needed.
• Critical thinker and skilled problem solver, can troubleshoot technical issues to determine the right path to resolution.
• Demonstrated ability to mitigate and take ownership of customer escalations.
• Demonstrated ability to manage customer expectations and facilitate win-win situations.
• Demonstrated ability to think consultatively with customers and work proactively to identify solutions before issues arise.
• Ability to share feedback and suggestions internally to improve processes, products and services while advocating for customer needs.
• Experience with any of the following is preferred: Basic SQL, Application Integration, Programming (API), Partner Solutions, Cross-Regional implementation and support, Datashare implementation and support.