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Senior Manager, SMB Customer Implementation

Company: Mindbody
Location: San Luis Obispo
Posted on: January 26, 2023

Job Description:



Our dream of revolutionizing the fitness and wellness industry is no small feat, and we're looking for talented people to make it a reality. When you join Mindbody + ClassPass, you'll work with kind, intelligent people and enjoy unrivaled benefits. You'll also share in a true culture of purpose and passion centered around helping people live happier, healthier lives. We're not just another thriving company-we're far and away the leader of our industry. So join the team, and let's see what we can accomplish together!Who we areAt Mindbody + ClassPass, we're innovating for the future of wellness by bringing together the best of both sides of the market: Mindbody is the industry's most trusted technology platform, empowering tens of thousands of wellness brands around the world with the software and resources they need to run and grow their businesses. ClassPass is one of the most popular apps for fitness lovers and self-care enthusiasts, partnering with over 30,000 fitness studios, gyms, salons, and spas around the world. We're on a mission to create a wellness community for all-opening the doors to more authentic, local wellness experiences than ever before.About the right team memberThe Senior Manager, Implementation position requires exceptional leadership and management skills to lead the Implementation team and create loyal, win-win relationships with our customers. This position provides the opportunity to translate years of experience in B2B customer management, technology and/or analytics, and team leadership for the benefit of both external customer and internal teams. This role will oversee the wider Implementation team with a focus on leading and developing direct reports.About the role* Maintain a high degree of partnership with leadership across other departments, including Sales, Customer Experience, Product, and Engineering, to ensure that processes, products, and tools meet team needs for a focus on performance optimization.* Direct and facilitate team structure by understanding the current state, articulating the desired future state, identifying the gaps between the two, and creating principles and implementation models to close the gaps. * Contribute to crafting long-term plans, growing partner adoption of self-service tools, and maintaining quality and performance metrics.* Manage applicable performance metrics, SLAs around project timelines and completion rates, client performance, and NPS or CSAT survey scores to keep the team on quarterly targets.* Manage capacity planning and forecasting in partnership with Finance, Customer Experience Operations and executive sponsors as needed, providing visibility to the changing needs of personnel.* Develop, measure, and iterate implementation-specific objectives in alignment with company strategy, including but not limited to ongoing cost reduction efforts, revenue generating activities, global expansion of delivery, and maintaining a high level of customer satisfaction.* Ensure coordination between cross-functional teams involved in the implementation experience.* Provide feedback loop of relevant information to Sales and Marketing to improve lead quality and handoff from Sales to Customer Experience.* Monitor the voice of the customer and overall satisfaction as it relates to the implementation experience, adjust meet, and exceed expectations, and resolve escalated customer issues.* Execute strategy, as well as motivate, coach, and empower direct reports to meet and exceed implementation objectives and KPIs.* Provide timely and consistent feedback to direct reports and complete performance appraisals. Act as a resource and coach for continued professional development.* All other duties as assigned.Skills & experience* Bachelor's degree preferred or equivalent experience* Seven (7) years of related experience in a customer service, sales or teaching/training role* Three (3) years of previous strategic, high-level management and leadership experience * Demonstrated ability in working with, establishment, and expansion of global delivery partners* Demonstrated ability in identifying, developing and delivering on implementation optimization and efficiency plans* Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understandable manner to a variety of audiences* 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 * Ability to continuously identify areas for improvement and proactively develop 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 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.Mindbody 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, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics. -

Keywords: Mindbody, San Luis Obispo , Senior Manager, SMB Customer Implementation, Executive , San Luis Obispo, California

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