Technical Onboarding Specialist

Why join Wodify? Because your ideas matter here. Because you can drive impact here. Because you will grow here. Wodify makes a difference every day, so we invest in our people and give them the autonomy and flexibility to create success. We are on the cutting edge of fitness management software with products empowering gyms, members, and coaches around the globe. To date, we’ve connected two million people and 5,000 gyms in over 95 countries.

As a Technical Onboarding Specialist (TOBS), you will be an expert in our high technical features, such as, but not limited to, Wodify Workflows, Custom Reporting, third-party integrations, and more. Wodify Workflows is our newest automated lead conversion and client retention tool powered by Workato. You will be assisting new and existing Wodify clients in learning and adopting these features based on their business models. Your work will be vital in reducing client churn, building relationships, and increasing overall client satisfaction.

A Day in the Life:

• Software Configuration: Drive customer value by utilizing your technical expertise to configure and customize our software solutions based on the specific business needs. 
• Collaboration and Communication: Collaborate with cross-functional teams to help them understand technical features and the value they create for customers. 
• Champion Feedback: Gather customer feedback and escalate it to the highest level of resolution achievable, specifically, for newer features.
• Customer Success: Monitor customer satisfaction, engagement, and adoption metrics to identify areas for improvement and optimization.
• As Requested Training Calls: Host working sessions with business owners to train and implement technical features to support their business to ensure they have the knowledge and skills to use them effectively. Provide ongoing support and guidance to address any follow-up questions that arise post-training.
• Set-up and Follow-Up Workflow Calls: Introduce and train clients on the Workflows feature and help them implement in a way to power their business to the next level. TOBS will be responsible for optimizing this feature for their specific business needs. You will continue to support the business owner as they you see fit.
• Troubleshooting and Bug Escalation: Internally support the Onboarding division in identifying and escalating identified bugs. Use your technical knowledge to pinpoint if what is being experienced is expected behavior or an issue that needs to be worked on.
  • Responsible for documenting the issue, providing steps to reproduce the bug in workflows, writing a JIRA card to resolve it, and communicating when a bug has been fixed to customers.
• UAT/Stg Regression Testing: 
  • UAT - Testing APIs, Event Publisher, Workato Actions, and Workato Triggers during test week. This will continue for additional feaures that are updated for Workflows. The cadence of these tests are every other week.
  • STG - Regression testing meeting
  • Wodify Bundles - Testing in stage & product when new bundles are live.

Knowledge, Skills, Abilities:

• 1-4 years of experience in a customer service or support-like role
• Experience with Workato is strongly preferred
• Excellent written and verbal communication skills
• Strong critical thinking skills
• High emotional intelligence
• Strong attention to detail and ability to multitask
• Ability to efficiently diagnose and remedy technical issues
• Ability to build and maintain customer relationships

Education & Training:

• Bachelor's degree or equivalent work experience preferred

Benefits:

• $70,000-$78,000/year salary, bonus, and equity plan
• Medical, Vision and Dental Insurance plus company-paid disability and life insurance
• 401(k) plan and FSA
• Unlimited PTO
• Team, social and philanthropy events
• Gym/wellness reimbursement and commuter benefits
• Location-agnostic (remote, hybrid, and in-office friendly!)

About Wodify:

We know that you want to be part of an organization where you can build a successful career and make an impact. In order to do that, you need an organization that gives you purposeful work and the opportunity to grow and develop. We also know that those organizations are few and far between.

At Wodify, our purpose is to empower a fulfilled life for our customers, partners, and communities. We ensure our team members have the flexibility and autonomy to make a meaningful difference everyday and as Wodify grows we support our team members by providing clear steps to their own professional growth and development.

Everything we do at Wodify stems from our culture. We are driven by our values which are:

• Lead Like a Business Owner
• Think Platform
• Champion Continuous Improvement
• Commit & Deliver
• Be Customer Obsessed

We strive to live these values everyday in our interactions with each other, our customers, and our vendors and make sure that everyone feels empowered to hold each other accountable to them as well.