Client Success Manager

ABOUT CLUBREADY

Based in St. Louis, ClubReady is a leader in providing club management software and professional services for the health, fitness, and personal training industry. The solution we provide is the only one that masters the complete fitness community experience, linking owners with staff, staff with customers and customers with all aspects of their club and fitness experience. We are a fast-paced environment, we look for people that are ‘doers’ that will thrive in a setting that is collaborative, fun and focused on the next phase of our growth.

OVERVIEW

If you love the fitness industry and are inspired to help studios and their members achieve their fitness and financial goals, we want you to join our team. As Customer Success Manager on our Customer Success team, you are responsible for providing a high level of support to our national customer base by phone, live chat and support tickets in Zendesk.  You will manager our second tier support team and also serve as an escalation point within the team and be the liaison between Customer Success and other internal teams.

To be successful in this role you will be an enthusiastic problem solver. You will demonstrate empathy in writing and in tone of voice, a focus on customer success, and a willingness to get involved to help drive results and deliver positive customer outcomes. You will be a brand ambassador willing to go the extra mile to ensure complete customer satisfaction and represent ClubReady with integrity.

LOCATION

St. Louis candidates will work from our Chesterfield headquarters, with the opportunity to work remotely. Remote applicants from elsewhere are welcome.

RESPONSIBILITIES & DUTIES:

• Directly manage Sr. Support Specialists in St. Louis and work-from-home locations.
• Promote adherence to support center best practices.
• Work with peer managers and the Director of Customer Success to maintain consistency across teams with process and quality of support.
• Conduct regular 1:1 meetings with direct reports, providing assistance as needed and constructive feedback to motivate your team to meet/exceed performance targets.
• Conduct regular performance reviews of all direct reports.
• Manage Tier 2 support metrics and workload, including scheduling to ensure sufficient resources and a high standard of quality.
• Assist with hardware (PC, scanning, point-of-sale) procurement, troubleshooting and remote setup when necessary.
• Manage team contributions to support documentation and guides.
• Recruit and hire top talent as the team and business scale.
• Ensure all Customer Success team activities lead to the best outcomes for our customers (contributing to our customer satisfaction rating) and internal teams.
• Analyze and propose improvements to existing processes and participate in appropriate communication, training and oversight.
• Participate in long term customer support strategy with the Director, Customer Success to meet future demands.
• Escalate necessary issues reported by customers to the proper team. 
• Ensure all escalated support tickets contain necessary info and are properly formatted. 
• Oversee new agent onboarding and continuing education.
• Act as a point of contact for ClubReady employees reporting issues or inquiring about reported issues. 
• Coach and mentor agents on customer service, problem solving, and general product knowledge.
• Create macros and run incident response for critical incidents.
• Identify and execute process and system improvements to improve agent performance and efficiency.
• Availability to assist Customer Success agents with issues on chats, tickets, and phones.
• Ensure knowledge, processes and strategies are documented and maintained. 
• Other duties as assigned.

YOUR QUALIFICATIONS:

• College degree preferred.
• 5+ years of customer support experience.
• Understanding of support center metrics and KPIs.
• Hands-on experience in a technical support capacity supporting web browsers, Microsoft Windows, networks, computers, scanners, and point-of-sale equipment.
• Hands-on experience managing customer issues through a ticketing solution.
• Lead/management experience within a support similar environment.
• Experience with working with team members in different time zones.
• Proficient in process design, documentation, and communication.
• Experience with customer support tools (chat, ticketing, etc.)
• Experience with automation and bots for customer support processes.
• Fitness studio experience with ClubReady is a plus.
• Sound judgment and excellent problem-solving skills with the ability work with customers that are both technical and non-technical.
• Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required.
• Must be personable and enjoy working in a customer-facing role, possessing the ability to build relationships with customers.
• Superb written and verbal communication skills and an ability to empathize with customers.
• Strong interpersonal skills to communicate effectively with any customer regardless of title and to work collaboratively with different teams.
• Ability to work well under pressure.
• Detail oriented.
• Flexibility to work irregular hours, when required.
• Excellent multitasking and problem-solving skills.
• Team player driven by success, and a willingness to demonstrate leadership.