Technical Account Manager - French Speaker

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.

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 improves efficiencies within the software. The TAM is required to develop relationships with customers along with internal resources to ensure a customer’s success when utilizing 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 things 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.

• 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; elevate 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 3rd 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-orientated mindset when issues or process changes are needed to support a better customer experience.
• All other duties as assigned.

• 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…