Customer Success Manager

TLDR 

  • Studio management software for studio fitness businesses (yoga, pilates, bootcamp, etc.)

  • Onboarding, support and administrative work

  • 3 month temporary position with goal to make permanent

  • Starting rate at $17.50 per hour (pending review for full time + pay raise at end of 3 months)

  • Monday thru Friday: 9am to 5pm (may change based on client needs)

About fitDEGREE

fitDEGREE is a community-driven studio management software that grows boutique fitness studios. We manage scheduling, booking, reporting and POS but where we up the ante is by creating a micro social network within each studio. 

63% of group fitness participants return due to the community of members at the studio. Therefore building a successful studio requires you to tap into the power of community. 

fitDEGREE seamlessly manages the business while empowering your happiest members to help you grow it. We’re the only platform that allows members to make friends on the app, see who's going to class and invite those who aren't. We want members to encourage others to get in the studio, which gets more people exercising and driving more foot traffic for studio owners without the burden of expensive and time-consuming marketing.

Summary of Position: 

The customer success manager will be the main point of contact for a new client once a sale is made. An onboarding session will be scheduled by the sales rep at the time of the sale and then a virtual introduction will be made. After this point it is your show, your client and your relationship. You will take the client from becoming a customer to launching fitDEGREE at their studio and then providing support afterwards.

Goal of the Position:

fitDEGREE is all about keeping things simple, fun and engaging. This reflects from the culture we enforce to the software we have created. The goal of the customer support specialist position is to create an incredible onboarding and support experience with studio fitness businesses as well as gather feedback on future product development.

Onboarding Flow:

A customer success manager is where we create a fitSpot for the new client and then train them on how to use the major functionalities of fitDEGREE. You will use real examples of classes, instructors, times, etc when setting this up. (The client being onboarded will give you this information).

Ideal Candidate

We are looking for someone that is a people’s person, empathetic and tech savvy. This industry is created by people that enjoy being dealt with like a business partner, not just another transaction so it’s important to always make them feel warm and fuzzy. They also can be afraid/ nervous of software so when they overreact to small issues, you will need to easily weather the storm and let them know you have their back.

Summary of Position:

  • Onboard clients. Teach them to use the system and implement their business model via screen share.

  • Help them create their merchant account so that they can begin processing payments.

  • Aid in launch of fitDEGREE in new studios via welcome email.

  • Respond to customer queries in a timely and accurate way, via phone, email or chat.

  • Identify customer needs and help customers use specific features.

  • Analyze and report product malfunctions.

  • Keep track of information about technical issues and useful discussions with customers.

  • Share feature requests and effective workarounds with team members.

  • Inform customers about new features and functionalities via live/ recorded screen share sessions.

  • Help with administrative tasks around the office. We are a family as much as a team and to grow the company there is sometimes some  crossover and collaboration between Responsibilities.

We Will Provide You With:

  • An understanding of the industry, a background of the company and it’s future plans

  • Training of the fitDEGREE software, Different types of customers and how best to service them.

  • A computer and monitor to use in the office.

Expectations

  • Monday through Friday with core hours of 9am to 5pm. Guarantee of 40 hours per week.

  • Willingness to work with a team and be a team player.

Compensation

  • 3 month temporary position with the goal to make full time after a review.

  • Starting rate of $17.50 per hour. Will be re-evaluated at 3 month mark with a raise when you officially become full time.