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
Enterprise Customer Success Manager with Korean Lanaguage
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 initially support of South Korea-based customer, F45. You must reside in Australia and be fluent in both Korean and English.
As the main point of contact for F45, 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 F45 network
- Manage and guide onboarding and implementation including data migrations (in collaboration with migration team), training, and technical account setup
- Engage customers in business operations discovery during onboarding to ensure successful and strategic technical account setup, and work with technical teams to deliver customized accounts
- Work closely with Sales, Product, and other internal stakeholders to deliver success for F45 during onboarding and throughout the customer lifecycle
- Track and monitor F45'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 F45 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
- Directly handle 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:
- 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:
- Bi-lingual (English and Korean)
- Based in Austalia
- 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:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Monthly reimbursement for your preferred health plan
- EAP – we get you help when you need it. Period.
- Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
#LI-REMOTE
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
