Key Account Support - Team Lead

An empty treadmill isn't compelling, but once someone steps on it, the stories are limitless. Our goal is to connect people emotionally to their fitness journey. We are a global team coming from different cultures and backgrounds with a shared passion to achieve and live our mission of inspiring healthier lives.
Inspire. Innovate. Make an impact and join our team!
The Key Accounts Support Team Lead will contribute to our industry leading business growth at Life Fitness by fostering strong relationships with internal managers and external key accounts in North America. The Key Accounts Support Team Lead will be responsible for overseeing and leading a team of three (3) Key Accounts Support Specialists with a primary focus to ensure efficient & effective guidance to the team to deliver exceptional service for key accounts.
The Lead will play a pivotal role in driving customer satisfaction, resolving issues, and optimizing processes to enhance overall account management support which will contribute to the success of key accounts and the overall business. It will be highly collaborative and a mix of internal and external customer interactions, where appropriate.
AS THE KEY ACCOUNTS SUPPORT TEAM LEAD AT LIFE FITNESS, YOU WILL:
Team Leadership:

• Lead, mentor, and motivate a team of Key Accounts Support Specialists.
• Foster a positive and collaborative team culture, encouraging continuous improvement and professional development.
• Lead the onboarding & training programs for new KAM Support hires.
• Cover any KAM support gaps when needed (i.e.: during the time off of KAM Support Specialists).

Key Account Support:

• Oversee the provision of high-quality support to key accounts, ensuring timely and accurate responses to inquiries and issues.
• Collaborate with the team to develop a deep understanding of client needs and challenges.
• Assist Sales Reps and Key Account Managers with requirements for key customers 3rd party portals and vendor registrations.

Client Relationship Management:

• Build and maintain strong relationships with key accounts, serving as a point of escalation for complex issues and ensuring overall client satisfaction.
• Work closely with the Key Accounts Managers to align support strategies with client objectives.

Support Optimization:

• Evaluate and enhance existing support processes to improve efficiency and effectiveness.
• Implement best practices and identify opportunities for automation to streamline workflows.

Performance Monitoring and Reporting:

• Establish key performance indicators (KPIs) for the team and regularly assess performance against targets.
• Prepare and present reports on team performance, client satisfaction, and support metrics.

Cross-Functional Collaboration:

• Collaborate with Sales, Marketing, and Product Development on GTM campaigns and ensure a cohesive and coordinated approach to key accounts support.

WHAT ARE WE LOOKING FOR IN YOU?

• Bachelor's degree in business, marketing, or a related field.
• 3+ years' experience in key account management or customer support while leading teams.
• Passion for fitness and Previous experience in fitness, wellness, or the health industry preferred.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Strong attention to detail.
• Intrinsic drive to sell.
• Appetite for continuous growth, development, and coaching.
• Comfortable and friendly verbal and written communication style.
• Proven high energy, enthusiasm, and persuasive ability.
• Previous experience in Salesforce.com CRM software, Oracle, and other relevant tools.
• Technologically savvy, proficient in the use of Microsoft Office Suite (Excel, Word, PowerPoint, Visio) is required.
• Strong listening and presentation skills
• Proven ability to work remotely efficiently with minimal supervision and manage competing priorities in a fast-paced environment to execute on strategic sales growth.

Want to take the next step in your career?
Life Fitness takes pride in our talented employees and believe in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits and unleash your potential.
If you feel the open position you see is right for you, we invite you to apply.
Learn more about us here.
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