Technical Account Manager - 12-Month FTC

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.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting‑edge solutions. Join us if you're passionate about enhancing wellness through technology.

JOB FAMILY SUMMARY:

The Account and Implementation Management Team provides a wide range of servicesto Mindbody customers who wish to engage with a single-point-of-contact for their account and technicalmanagement needs. The team also provides support for multiple types of one-time project engagementsfrom onboarding to mass data changes within the software.

JOB SUMMARY:

A Technical Account Manager (TAM) provides account management support to their assigned base bygaining an understanding of a customer’s business model to develop solutions that meet the customer’sneeds within the software and improve efficiencies. The incumbent is required to develop relationshipswith both customers and internal resources to ensure a customer’s success. The TAM is responsible formanaging the customer experience by educating customers on best practices, acting as their liaison forall things Mindbody and delivering services in a way that our customers are delighted to do business withMindbody.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

- Bachelor’s Degree or equivalent experience.
- Three (3) years of experience in a client facing, high-level, customer support or servicerole.
- One (1) year of experience in a Mindbody technical role; two (2) years is preferred.
- Project management or coordination experience preferred.
- Demonstrated proficiency of Mindbody’s core software products is required.
- Demonstrated proficiency of Mindbody add-on products is preferred.
- Demonstrated ability to quickly learn and acquire new industry, company, product, or technicalknowledge and best practices.




- Excellent time management and organizational skills, ability to prioritize and use time effectivelyand efficiently across a broad range of activities and projects at any given time; ability to meetinternal and external deadlines.
- Excellent verbal and written communication skills, with the ability to communicate in a clear,concise, and understandable manner, additionally when providing technical concepts to a non-technical audience.
- Demonstrated ability to mitigate and take ownership of escalated and complex customer issues withconfidence, patience, and professionalism.
- Ability to use strong problem-solving skills, quick-thinking, expectation setting, and use ofindependent judgement when making decisions that have an impact on customers and Mindbody.
- Experience writing technical procedures and presenting information in response to customerquestions in one-on-one and group settings.
- Ability to collaborate cross-functionally with all levels of internal customers from front-line staff tosenior-level leadership in a tactful and professional manner and recognizes the importance ofbuilding qualified and positive working relationships.
- Demonstrated ability to provide support to customers in advanced and complex situations,facilitating change management asneeded.

JOB DESCRIPTION

- Ability to share feedback and suggestions internally to improve processes, products and serviceswhile advocating for customerneeds.
- Experience with any of the following is preferred:
- BasicSQL
- Application Integration Programming(API)
- Partner Solutions
- Cross-Regional implementation andsupport
- Datashare implementation andsupport

PRINCIPAL DUTIES AND RESPONSIBILITIES:

- Build and maintain a robust foundation of technical knowledge around Mindbody products, partners,and services.
- Manage a designated portfolio of customers as assigned.
- Use advanced product knowledge to educate customers on product features or additional services tomeet their needs; assist them with gaining additional value and knowledge of the product andservices.




- Act as a single point of contact to coordinate resolution of basic and complex customer inquiriesrelated to specialty areas of the service or products by gathering information to identify and assessthe nature of the problem; escape issues to a higher-level of technical account support, asneeded.
- Identify gaps in a customer’s workflow, site setup and product usage, to develop solutions thatsupport a customer’s business objectives and educate them on best practices.
- Accurately track time spent on customer engagements, support interactions, account progress andmilestones consistent with current and future department procedures and KPIs;
- Act with a sense of urgency and professionalism while engaging with customers and meeting internaland external deadlines; follow through on all assigned actionitems.
- Collaborate internally as needed to develop and share best-practices and knowledge that will bettersupport customers.
- Advocate and communicate opportunities for development to management with a solution-orientated mindset when issues or process changes are needed to support a better customer experience.
- All other duties as assigned.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

- Ability and willingness to travel, as needed, to customer locations.
- Flexibility of work schedule as required by designated customerbase.
- This role regularly utilizes a computer, including the use of a monitor, mouse and keyboard.
- The noise level in the work environment is usually moderately noisy and may have frequentinterruptions or distractions.

SCOPE OF SUPERVISION/AUTHORITY:

Duties are performed under limited supervision. Often responsible for planning and organizing their ownwork, which will be directly related to general business operations of the company or its customers. Will receive training and guidance from manager as needed. Individual contributors will be required toregularly exercise discretion and independent judgment with respect to matters of significance. No directmanagement responsibility.

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.

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📌 Technical Account Manager - 12-Month FTC (Sydney)
🏢 MINDBODY Australia
📍 Sydney