Senior Customer Success Manager (Enterprise)

Company : ABC Fitness Solutions

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION:   

As Enterprise Customer Success Manager, you will be responsible for ensuring that our customers are successful and growing using the Glofox product. You will become a trusted advisor to the customer, and responsible for onboarding, data migration, implementation, strategic support, and ongoing relationship management across your book of customers. This role will directly support a California-based, large enterprise customer, but the role may expand to support other brands.

As the main point of contact the customer, you will have the opportunity to build strong, influential relationships with key customer stakeholders across all levels, and provide ongoing input on best practices, strategies, and recommended workflows to ensure success. 

You will ensure that escalated support issues are resolved and assist the CS team in developing adequate solutions for any gaps in product functionality.  Essentially, “the buck stops with you” when it comes to closing the loop on customer concerns within the brand(s) you support. 

WHAT YOU WILL DO:

• Build trust and long-term relationships with all Glofox users within the customer’s network
• Manage and guide onboarding for new locations
• Work closely with  Product, Support and other internal stakeholders to deliver success for the customer  throughout the customer lifecycle
• Track and monitor customer’s account status and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders
• Work jointly with the customer to develop a success plan
• Harvest customer success stories and testimonials from customers capturing business outcomes
• Demonstrate product capability, functionality, and potential business outcomes
• Act as a direct point of contact for escalation of customer issues, identifying and triaging internal resources to help find a resolution
• Handle/assist with escalated support tickets
• Maintain customer and product usage intelligence using our CRM and customer engagement platforms.
• Preparation and delivery of feature requirements and feedback reports directly to the Product team
• Serve as a mentor for new hires and junior team members
• Any related ad-hoc or project tasks as required
• Participate in cross-functional projects across Glofox teams

What you’ll need:

• 3-5 years experience in an equivalent role
• COMMUNICATIONS SKILLS  Communication skills are a paramount requirement of this position. The CSM interacts directly with customers and, as such, they must be capable of maintaining clear, unambiguous, exhaustive, and fulfilling communications with the consumers, leaving them feeling satisfied and tended to.
  • Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
  • Strong negotiation skills, with the ability to follow-through on customer contracts

• INTERPERSONAL SKILLS The CSM must be customer-oriented, be patient to manage demanding consumers, be results-focused, demonstrate integrity and respect in the performance of their duties, be self-motivated, can handle multiple projects simultaneously and meet deadlines, have exceptional organizational skills, and demonstrate calmness in uncertain and stressful situations inspiring the same in their team.
• PEOPLE/LEADERSHIP SKILLS The CSM must be a committed and highly collaborative individual who values the input of colleagues and involves others in critical decision-making. They must demonstrate an ability to lead with a vision establishing a healthy working culture in their team. They are likable and approachable, making it easy for junior and collaborative personnel to follow them and enabling them to earn the trust of customers.
• ANALYTICAL SKILLS Able to analyze data and sales statistics and translate results into better solutions
• ATTRIBUTES
  • Based in PST, ideally in California and near the San Diego region
  • Able to multitask, prioritize, and manage time efficiently
  • Goal-oriented, accountable, organized team player
  • Self-motivated and self-directed
  • Ability to multitask and manage more than one key account
  • Experience with project management and/or CRM software
  • Superior Excel skills a plus.
  • Experience with Asana and Salesforce a plus
  • Fitness industry experience a plus

WHAT’S IN IT FOR YOU: 

• Purpos