Job Description

You’ll join our Fitness & Wellbeing vertical where we’ve brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets. We offer market-leading software products to gyms, health clubs, leisure, parks & recreation centers. 

We are looking for an experienced customer support person to help secure the long-term success of our clients. You will provide support throughout their entire life cycle with a particular focus on implementation, data migration and customer training. This role is essential in the success of ensuring that our clients are provided with a best-in-class experience and a frictionless introduction to the Xplor software and payments solution. As a member of the support team, you are responsible for onboarding new clients in region and ensuring their overall health. You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and execs. 
Responsibilities:

• Operate as the trusted advisor within the region, cultivate relationships, and provide a consistent and frictionless experience that delivers immediate value
• Understand the customer’s business goals and set them up for success in achieving those targets
• Become an expert on the Membr product, providing technical and business solutions; assisting with product adoption, optimisation and change management
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation  
• Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience  
• Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments      
• Assist with building a best practice documentation library and process documentation as needed   
• Fulfill club training requirements through a variety of mediums, including online and face-to-face
• Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements   
• Perform additional activities as required by the business    

• The average base salary pay range for this position is $70,000 to $80,000 CAD
• May be eligible for a discretionary bonus

Qualifications

Previous experience in an Account Management or Customer Success role, preferably in a SaaS environment   

• Highly proficient with CRM applications   
• Native speaker of French
• Fluent speaker of English
• Willing to work in a hybrid environment based out of Ottawa, ON