Associate Technical Account Manager

• 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 utilizing 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.
• Recognize gaps in workflow, site setup, and product utilization, 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/organizations.
• All other duties as assigned.

• 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 prioritize 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 recognizes 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 Application Programming Interface (API) is a bonus.