Customer Delight Specialist - MyStudio

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 work
• A 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. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.

Pre-Employment Background Checks

All offers of employment are contingent upon clear results of a thorough background check.