At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.
ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.
JOB FAMILY SUMMARY:
The Technical Account Management Team provides a wide range of services to Mindbody customers who wish to engage with a single-point-of-contact for their account and technical management needs. The team also provides support for multiple types of one-time project engagements from onboarding to mass data changes within the software.
JOB SUMMARY:
The Manager, Technical Account Management is responsible for providing exceptional leadership and management to lead a team and to create loyal, win-win relationships with our customers. The incumbent is responsible for developing and continuously evolving consultative programs and practices that drive customer product adoption and loyalty. The Manager, Technical Account Management works cross-functionally to ensure smooth transitions between internal partners.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s Degree or equivalent experience
- Five (5) years of related work experience in account management, especially in the areas of customer service, sales and education/training
- Three (3) years of previous strategic, high-level management and leadership experience
- Three (3) years of management experience within Professional Services, Technical Account Management or Consulting firm account management
- Experience in business application consulting and experience and knowledge of B2B and B2C software
- Demonstrated ability in working with, establishing, and expanding global delivery
- Demonstrated ability in identifying, developing and delivering on capacity and revenue optimization and resource utilization efficiency planning
- Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understanding manner to a variety of audiences
- Strong technical skills including data analysis, technical support, and cloud software implementations
- Ability to quickly learn new technologies and be flexible in a fast-paced environment
- Demonstrated ability to continuously identify areas for improvement and proactively develops effective approaches to achieve goals
- Advanced knowledge of or the ability to quickly learn the Mindbody teams and functions and a proven ability to work cross-functionally
- Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Based on company and departmental goals, develop and consciously evolve functional objectives to steer technical account management activities to align with those drivers and goals, including, but
are not limited to maximizing and management of resource utilization, improved globalization ofprocesses and practice in partnership with other Strategic Accounts global leaders, expansion of delivery and revenue while maintaining a high level of customer satisfaction - Consistently and proactively engage customers to ensure that technical account management support, training, and services, effectively drives product adoption and customer loyalty
- Guide a team through training and growth along with design, development, and execution of customer centered consultative practices and processes that drive value and demonstrate a deep understanding of client business objectives, and best practices
- Ensure coordination between cross-functional teams involved in the customer experience
- Provide a feedback loop of relevant information to improve lead quality and handoffs from Sales to Strategic Accounts
- Monitor the voice of the customer and overall satisfaction as it relates to the TAM experience, make adjustments to meet and exceed expectations, and resolve escalated customer issues, as needed
- Partner with People and Culture to lead and support team members in areas of selection, promotion, compensation, development and employee relations
- Monitor customer adoption of Mindbody software and provide product development teams with an understanding of client overall business needs as it relates to Mindbody products
- Execute on strategy, as well as motivate, coach and empower direct reports to meet and exceed onboarding goals and KPIs
- Accountable for regularly providing timely and consistent feedback to direct reports and completing performance appraisals and acting as a resource and coach for continued professional development.
- All other duties as assigned
*Typical work hours 12PM - 8PM*
Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.
The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).
Skills Required
- Bachelor's Degree or equivalent experience
- Five (5) years of related work experience in account management (customer service, sales, education/training)
- Three (3) years of previous strategic, high-level management and leadership experience
- Three (3) years of management experience within Professional Services, Technical Account Management or Consulting firm account management
- Experience in business application consulting and knowledge of B2B and B2C software
- Demonstrated ability in working with, establishing, and expanding global delivery
- Demonstrated ability in capacity and revenue optimization and resource utilization efficiency planning
- Excellent verbal and written communication skills
- Strong technical skills including data analysis, technical support, and cloud software implementations
- Ability to quickly learn new technologies and be flexible in a fast-paced environment
- Demonstrated ability to continuously identify areas for improvement and proactively develop effective approaches
- Advanced knowledge of or ability to quickly learn Mindbody teams and functions and proven cross-functional collaboration ability
- Excellent time management and organizational skills, ability to prioritize effectively
ClassPass Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ClassPass and has not been reviewed or approved by ClassPass.
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Fair & Transparent Compensation — Compensation in certain product and engineering roles is described as market-competitive. Pay in these areas is framed more favorably than in quota-carrying functions.
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Wellbeing & Lifestyle Benefits — Offerings include wellness perks such as fitness stipends and access to wellness programs that add value beyond base pay. Remote-friendly policies and stipends also support everyday well-being.
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Leave & Time Off Breadth — Benefits include paid holidays and sick time, with additional indications of generous PTO and parental leave. These provisions broaden the non-cash value of employment.
ClassPass Insights
What We Do
Discover the best workouts around. Search gyms and studios near you, book a spot and get moving. Join our quickly-growing team and you’ll have an incredible opportunity to build a career with a high-growth startup while empowering others to reach their fitness goals. Companies can also give their employees access to our global network of fitness studios and gyms with one membership, while increasing engagement, retention and saving on healthcare costs.
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