Hardware Customer Success Manager, Nonprofit - [#979]

• You work closely with our customer base to drive success metrics, provide best practice recommendations, monitor operational workflows, assist with the adoption of our products, and provide support through new product launches and expansion opportunities

• You are responsible for expanding accounts, increasing retention, solving issues, and driving the satisfaction of our customers within the Nonprofit sector (concentration on YMCA customers) of North America

• You work closely with the Nonprofit Sales Team to provide the customers with the highest level of service, including but not limited to, pre-sale workflow recommendations, equipment & eco-system layouts, integration explanations, etc

• You proactively prevent churn by observing and recording deficiencies that affect multiple clients, forecast what those trends mean for future churn, and work cross-functionally to ensure that the necessary improvements are made

• You identify the Key Performance Indicators and working processes that will generate the success parameters established with each customer

• You provide internal reports on the success and opportunities of each customer to the Customer Success Director on a regular basis

• You hold and execute external meetings weekly, monthly, and quarterly that provide analytical data review & expectations

• You provide support with in-house events, new process launches, and marketing assistance requests

• You are the main operational and consultative contact point for all customer locations within your segment to provide ongoing success support

• You help the Support organization with customer communication regarding escalations, resolutions, and product changes

• You help create customer appreciation events and provide support

• You ideally have experience leading at the Association level or above in a medium to large size YMCA Association (or similar community-based wellness or fitness center)

• Your experience includes fitness Operations, Membership and/or Wellness leadership

• You have a customer-centric personality and effective communication skills

• You enjoy the thought of traveling the country, up to 60-75% of the time and working with YMCAs and non-profits across the country

• You can effectively lead and inspire at the branch and association level

• You are highly organized, analytical and decisive

• You effectively prioritize needs, tasks and time effectively

• You inspire those around you with your passion for helping others

• You can work with a high level of autonomy

• You have designed and implemented program curriculums

• Work with a fast-growing, fitness technology start-up aiming to lead the digitalization of the fitness/wellness industry

• Enjoy being part of a highly motivated and multidisciplinary team

• Experience personal growth from challenging and varied tasks

• Enjoy working closely with customers and embrace a level of personal responsibility

• Benefit from regular feedback and opportunities for development

EGYM habits

We follow the EGYM Habits - simple principles that guide how we work together every day - born from all the unique stories defining what brings us to EGYM each day and what we've learned along the way. Our habits provide us with direction on what matters - because we know as long as we head in the right direction together - there is plenty of flexibility on how we get there.

1) Our customers are at center stage
2) We hold ourselves accountable
3) We move swiftly & decisively
4) We take care of each other
5) We look in the mirror

EGYM Inc offers its employees a competitive benefits package which includes:

• Health, Dental & Vision Insurance starting on your first day of employment

• 401k with company match

• Monthly wellness stipend

• Generous vacation and sick leave

• 13 paid holidays per year

• Paid parental leave

Additionally, EGYM offers the following perks:

• Office snacks

• Creative workspace

• Pet-friendly office space

• Frequent virtual (and sometimes in-person) team events

• In-office drinks and snacks provided

• Encourage a “promoting from within” culture

Contact person: Taylor Hahn