Customer Implementation Manager

Who we are

We’re a passionate team, laser-focused on delivering phenomenal customer experiences at every turn. We’re dedicated to building customer loyalty through valuable tech and work hard to foster an innovative and collaborative environment balanced with personal and professional growth. We believe that happy team members create happy customers. This team provides software training and implementation support to new Mindbody customers. Coaches clients throughout the initial implementation of their Mindbody software to reach their goals. Recommends and/or helps implement other value-added services available through Mindbody.

About the right team member

A Customer Implementation Manager I (CIM) serves as a customer’s coordinator/project manager by providing support to customers for project-managed onboarding and implementation, along with onetime engagement project engagements. The CIM gains an understanding of a customer’s business model to make recommendations for set up, configure customer sites, and provide suggestions on best practices. A CIM is responsible for both the management and implementation of assigned customer projects, such as training, site changes, or reporting assistance. CIM’s may provide consults for Professional Services products, as needed.

About the role

• Configure and set up Mindbody software by consulting with customers to gain an understanding of their business model and goals to design workflows that translate into a robust, scalable design
• Work directly with customers to manage initial access, coordinate data conversions, and train users for a successful launch of Mindbody products
• Provide technical assistance during the customer implementation process by answering technical questions in a consultative fashion
• Define and create solutions to assist customers realize the full potential of the Mindbody platform offering
• Assist with product recommendations to drive engagement, high participation, and increases feature adoption
• Provide consultative services for customers interested in Premium Onboarding or smaller one-time projects
• Ensure that all projects are delivered on time and within scope
• Accurately track weekly time in the PSA tool as it relates to Professional Services Polices
• Provide support via phone and email as needed during the implementation process
• All other duties as assigned.

Skills & experience

• Bachelor’s Degree or equivalent experience
• Fully fluent in English, required 
• Three (3) years of related customer service experience or technical support role
• Ability to interact with colleagues and customers in a tactful and professional manner and recognizes the importance of building professional and positive working relationships
• Ability to mitigate and take ownership of customer escalations
• Ability to interact with all levels of internal customers from front-line staff to senior level leadership
• Excellent time management and organizational skills
• Ability to meet internal and external deadlines and communicate updates with key stakeholders
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally to a wide audience
• Ability to provide training in a 1:1 or small group environment
• Ability to communicate recommendations and change management strategies to key stakeholders in the customer’s organization
• General knowledge of and ability to use and navigate web and mobile technologies, Microsoft products, and other software as required for the role