Technical Account Manager

Job Description

Job Description

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.

The Role You'll Play

As a Technical Account Manager, you'll manage the customer experience for an assigned portfolio of Mindbody customers. By understanding each customer's business model, goals, and workflows, you'll help them get more value from Mindbody software and improve operational efficiency. You'll build trusted relationships with customers and internal partners, serving as a knowledgeable advocate and helping deliver an experience that makes it easy to do business with Mindbody.

• Manage a designated portfolio of customers and build relationships that support their long-term success
• Serve as a primary point of contact, coordinating the resolution of basic and complex inquiries and escalating issues when needed
• Apply advanced product knowledge to educate customers on Mindbody features, services, and best practices
• Identify gaps in customer workflows, site setup, and product usage, then recommend solutions aligned with their business objectives
• Maintain current technical knowledge of Mindbody products, partners, and services
• Track customer engagements, support interactions, account progress, milestones, and performance against established KPIs
• Collaborate with internal teams to share knowledge, strengthen best practices, and resolve customer needs
• Advocate for customers by communicating product, service, and process improvement opportunities with a solution-focused approach

The Experience You Bring

• 3+ years of experience in technical account management, customer support, client services, or another customer-facing technical role
• Familiarity with Mindbody's core software products or experience supporting similar software platforms is preferred
• Experience learning complex software platforms and using product knowledge to help customers improve workflows and achieve business goals
• Ability to manage complex or escalated customer issues with sound judgment, patience, ownership, and professionalism
• Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical audiences
• Experience coordinating projects, balancing competing priorities, and meeting customer and internal deadlines
• Ability to collaborate across teams and organizational levels, support change management, and advocate for customer needs
• Experience with basic SQL, Application Integration Programming (API), Partner Solutions, cross-regional implementation and support, or Datashare implementation and support is preferred

Pay transparency

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $55,700 to $66,800 . The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans

Have we piqued your curiosity?

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).

Note: This description outlines key responsibilities but isn't intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.