Who we are:

Glofox is on a mission to revolutionize the fitness industry. We are doubling in size every year, and along with our ever-growing client base that spans 48 distinct countries, our team is dedicated to taking group fitness to the next level.

We’re a hard-working, fun-loving, get-things-done type of team that is building a platform that saves time, increases retention and helps studio and gym owners become more successful.

At Glofox, we know how much grit it takes to start your own business and grow it into something that lasts. We roll our sleeves up, we act fast, and we learn together. We’re looking for people that will do the same.

Senior Key Account Manager

As Senior KAM you are responsible for handling a portfolio of key Glofox enterprise accounts You will be the lead point of contact for all critical account matters, working with the c-suite, franchisees, and their support staff to anticipate their needs, while managing  within Glofox to ensure deadlines for the customer are met, and help them succeed.    

You will also  serve as a direct manager of the Enterprise Custom Success Managers (ECSM). In this position, you will play a mentorship role to the ECSM team, assisting in executing duties where necessary, continually honing their skills, ensuring their constant professional improvement, and essentially readying them to occupy the KAM position in the future.

Customer Success Team Lead APAC

The successful candidate also serves as a leader of the wider Customer Success team in APAC. This includes the following teams: 

  1. Customer Support; 
  2. SMB Customer Success.  

In this position, the successful candidate will provide ongoing support as well as acting as a point of regional escalation for the APAC Customer Support Team Leads and SMB Customer Success Managers to help them succeed in their roles.  

The successful candidate will have strong judgment and a passion for improving the customer experience. Vision, flexibility, proactive and thorough communications,  effective project and program management, operational rigor, and the ability to lead both internal and external stakeholders through change are essential.  

RESPONSIBILITIES KAM:

  • Developing a solid and trusting relationship between key customers and Glofox
  • Resolving key customer  issues
  • Developing a complete understanding of key account needs and providing feedback to our product team on requirements.
  • Managing projects between key customers and internal teams: on-time, on spec, and on-budget delivery of commitments to the customer
  • Leading Enterprise CSMs assigned to their portfolio
  • Preparing all communications to the assigned account leadership as well as their franchisees
  • Managing through critical incidents impacting assigned accounts by functioning as a project manager until a resolution is reached
  • Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training (weekly & monthly contacts & QBRs)
  • Analyzing client data to provide customer relationship management
  • Lead internal workshops to educate Glofox team members on brand-specific product usage and best practices
  • Renewal of Enterprise Tier 1 contracts

RESPONSIBILITIES CUSTOMER SUCCESS TEAM LEAD AUSTRALIA

 

  • Act as a cultural ambassador for Glofox in APAC through developing strong relationships with teams in EMEA and the US to help achieve a strong connection to our strategic vision: 
    • arranging team meet ups and social activities etc.
    • Organise weekly regional company all hands / stand ups with a focus on APAC related issues.
    • Supporting members in the APAC team to achieve their growth goals
  • Act as a point of contact / escalation for finance and operations issues: 
    • All company process queries i.e. payroll, annual leave etc. 
    • Any work related concerns from individual team members.
    • All urgent HR and people issues.
  • Develop a strong relationship and regular comms cadence with the product team on product releases and resolution of issues.  
  • Act as a point of contact with expert knowledge on the Glofox product. 
  • Develop a strong connection and understanding of Glofox go to market activities to be able to communicate strategy to the Australia Customer Success team. 
  • Hold regular 1:1s with all members of the Australia Customer Success team. 
  • Collate feedback from all members of the Australia Customer Success team and bring suggestions and feedback to CCO and leadership team. 
  • Act as a point of escalation, mentor for SMB CSMs / Support Team Leads by joining escalation calls and meetings when warranted to help strategize on success / resolution plans etc. 

QUALIFICATIONS AND EXPERIENCE REQUIRED:

EXPERIENCE

  • 5+ years of experience in key account management and leading teams within a fast-paced environment
  • Experience working in a fast growing company across multiple functions
  • Experience in the fitness industry a plus

SKILLS

  • COMMUNICATIONS SKILLS  Communication skills are a paramount requirement of this position. The team’s performance and workplace culture depends on the clarity and effectiveness of communication from the candidate. Additionally, the candidate interacts directly with customers. As such, they must be capable of maintaining clear, unambiguous, exhaustive, and fulfilling communications with the consumers, leaving them feeling satisfied and tended to.
  • Excellent verbal and written communication skills; must be a listener, a presenter, and a people person.
  • Strong negotiation skills, with the ability to follow through on customer contracts.
  • INTERPERSONAL SKILLS The candidate must be customer-oriented, manage demanding consumers, be results-focused, demonstrate integrity and respect in the performance of their duties, be self-motivated, handle multiple projects simultaneously and meet deadlines, have exceptional organizational skills, and show calmness in uncertain and stressful situations inspiring the same in their team.
  • PEOPLE/LEADERSHIP SKILLS The candidate must be a committed and highly collaborative individual who values the input of colleagues and involves others in critical decision-making. They must demonstrate an ability to lead with a vision establishing a healthy working culture in their team. They are likable and approachable, making it easy for junior and collaborative personnel to follow them and enable them to earn customers’ trust.
  • ANALYTICAL SKILLS Able to analyze data and sales statistics and translate results into better solutions
  • ATTRIBUTES
    • Able to multitask, prioritize, and manage time efficiently
    • Goal-oriented, accountable, organized team player
    • Self-motivated and self-directed
    • Ability to multitask and manage more than one key account
    • Experience with project management and/or CRM software. Superior Excel skills a plus.  Experience with Asana and Salesforce a plus.
  • EDUCATION  Bachelor's degree
  • Role to be based in Australia

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