Who we are

We’re a passionate team, laser-focused on delivering phenomenal customer experiences at every turn. We’re dedicated to building customer loyalty through valuable tech and work hard to foster an innovative and collaborative environment balanced with personal and professional growth. We believe that happy team members create happy customers.  Our implementation team provides software training and implementation support to new Mindbody customers, and also coaches clients throughout the initial implementation of their Mindbody software to reach their goals. This team also recommends and/or helps implement other value-added services available through Mindbody.

About the right team member

The Manager, Implementation is responsible for overseeing and executing initiatives in line with Mindbody’s purpose and strategy related to the customer implementation experience. This includes training delivery, improving customer retention, and meeting customer outcomes based on their unique goals. This position will supervise a variety of roles with a primary focus on Customer Implementation Managers.

*Please note, only applications in English will be reviewed*

About the role

• Develop and maintain a deep understanding of customer business objectives and implementation objectives and steer the implementation activities to align with those drivers and goals to ensure product adoption and engagement with the Mindbody platform
• Guide the Implementation team through execution of customer centered implementation programs that drive value and efficiency, while demonstrating a deep understanding of customer business objectives, and best practices
• Manage and develop a diverse team of skills and experience, while ensuring that capacity needs are met for all projects
• Ensure coordination between teams involved in the implementation experience and maintain feedback loop with Sales and Customer Experience to ensure a strong handoff
• Monitor and increase employee satisfaction within the Implementation team and take action to reduce staff turnover within objectives as needed
• Resolve escalated customer issues as required
• Consistently and proactively engage customers to ensure that implementation support and training effectively drives product adoption
• Partner with People and Culture to lead and support team members in areas of selection, promotion, compensation, development, and employee relations
• Monitor customer adoption of Mindbody software and provide product development teams with an understanding of client overall business needs as it relates to Mindbody products
• Work with Leadership and Analysts to improve efficiency, scalability and quality of implementation processes
• Understand and communicate company strategy and KPIs to the Implementation team and how Implementation impacts them
• Work cross functionally to partner in the execution of Mindbody growth strategies and operational priorities as needed
• Provide timely and consistent feedback to direct reports and complete performance appraisals
• Act as a resource and coach for continued professional development
• Ensure team alignment with Code of Conduct, policies and procedures, and make termination decisions as needed
• Conduct interviews for the recruiting process and make hiring decisions
• All other duties as assigned

Skills & experience

• Bachelor’s degree preferred or equivalent experience
• Fluency in English for communicating, training, and customer service required
• 4+ years related experience or 8+ years of equivalent work experience (in lieu of degree)
• Previous management and leadership experience
• Demonstration of Mindbody company knowledge, and alignment with culture and core values
• Technical skills including data analysis, technical support, and cloud software implementations
• Conflict resolution and change management skills
• Effective communication skills, provides clear directions and expectations to direct reports and communicates (verbal and written) priorities to upper management and to team
• Process oriented, with the ability to identify and solve inefficiencies
• Empower and supports team to hit Onboarding goals and KPIs
• Utilizes experience, data, and feedback to improve department services and processes to ensure highest efficiency