Customer Delight Specialist
At MyStudio, we are committed to delivering an exceptional software solution that empower our customers to achieve their business objectives. We pride ourselves on our customer-centric approach and strive to ensure our clients not only use our product effectively but also derive maximum value from them.
We are looking for a dynamic and proactive Customer Delight Specialist to join our team. This hybrid role combines the responsibilities of a Customer Success Manager, an Account Manager and a Business Consultant, focusing on customer satisfaction, product utilization, and achievement of business goals. The ideal candidate will take a proactive approach in engaging with customers, guiding them through their journey with our software, and ensuring they leverage our system to its fullest potential.
Responsibilities:
-Customer Engagement: Actively engage with customers to understand their needs, goals, and challenges. Establish strong, long-term relationships and be their primary point of contact.
-Proactive Support: Regularly check in with customers to provide guidance, answer questions, and offer solutions before issues arise. Ensure customers are continuously informed about new features and updates.
-Onboarding and Training: Lead customer onboarding processes, providing comprehensive training and resources to ensure successful adoption of our software products.
-Performance Monitoring: Track customer usage and performance metrics to identify areas for improvement and ensure customers are meeting their business objectives.
-Product Optimization: Help customers optimize their use of our products by providing tailored recommendations and best practices.
-Feedback Loop: Collect and analyze customer feedback to drive continuous improvement in our products and services. Act as a liaison between customers and our product development team.
-Business Reviews: Conduct regular business reviews with customers to discuss their progress, review KPIs, and ensure alignment with their goals.
-Retention and Renewal: Work towards customer retention by ensuring high satisfaction levels and proactively managing contract renewals as well as cross selling and upselling.
Requirements
-Bachelor’s degree in Business, Marketing, Communications, or a related field.
-Proven experience in a Customer Success, Account Management, or related role within the software or tech industry.Exceptional business acumen and highly process-driven to effectively streamline operations and drive strategic growth initiatives.
-Excellent interpersonal and communication skills with the ability to build and maintain strong and long-lasting customer relationships.
-Strong analytical skills with the ability to interpret data and make data-driven decisions.
-Proactive mindset with a passion for customer satisfaction and success.Ability to work independently and collaboratively in a fast-paced, dynamic environment.
-Familiarity with CRM software and customer success tools.
-Effectiveness in this role will be measured by key performance indicators such as:
1) Touch point per customer
2) Customer satisfaction ratings, specifically CSAT and NPS
3) Cross-sell/Up–sell rate
Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities are subject to change.
Company Overview
MyStudio is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time.
Work Environment
-In-office position based in Fairfax, VA, a suburb of Washington, DC. Any applicant who lives outside commuting distance to Fairfax will not be considered.Why Work For MyStudio?
-The chance to get in on the “ground floor” of a tech company with startup energy
-The ability to make a difference from day one
-The power to make a positive difference in fitness, children’s education, and other membership-based industries doing admirable workA competitive salary, bonus program, and benefits, commensurate with your experience
-Health insurance, paid time off, and sick leave
Interested?
Please read this posting carefully, visit our website (www.mystudio.io), learn about us, and then apply.
Pre-Employment Background Checks
All offers of employment are contingent upon clear results of a thorough background check.