At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

About the right team member

The Senior Customer Implementation Manager (Sr. CIM) serves as a customer’s coordinator by providing support to customers for project-managed implementation, along with one-time engagement projects. The incumbent will gain an in-depth understanding of a customer’s business model to make recommendations for set up, configure customer sites and provide suggestions on best practices. The Sr. CIM is responsible for both the management and implementation of assigned customer projects at the strategic level and will provide support at the non-strategic level as needed. Additionally, the Sr. CIM’s may review projects for both scoping and pricing, along with providing consultative support for all products within the Professional Services team.

About the role

• Provide customer consultations to review project requirements for the design and implementation of projects, participate and contribute to the estimation and SOW process, including timelines and costs.
• Provide support to Implementation projects by consulting with customers and partners to gain an understanding of their business model and goals to design workflows that translate into a robust and scalable design.
• Responsible for project coordination and implementation of complex, multi-location integrations, with a focus on strategic customer implementation and data projects to ensure a customer experience that is seamless and consistent.
• Lead smaller implementation projects for strategic accounts to ensure deliverables and timelines are met.
• Partner with assigned Project Manager for large strategic account implementation projects.
• Work directly with customers to manage initial access, coordinate data conversions and integrations, create process documentation and templates and train users for a successful launch of Midbody software.
• Provide refinement and updates for strategic accounts and templates.
• Proactively manage client expectations and performance guarantee commitments by partnering with all internal and external project stakeholders.
• Build and maintain a high-level of industry specific business knowledge by remaining current on emerging products and technical updates to assist with product and partner recommendations
• Provide mentorship and assist with oversight of the Customer Implementation Managers.
• All other duties as assigned.

Skills & experience

• Bachelor’s Degree or equivalent experience
• Five (5) years of related customer service, project management and/or technical support experience highly preferred
• Two (2) years in a Professional Services role at Mindbody is preferred
• Expert knowledge of Mindbody’s software products is preferred
• Demonstrated ability to use problem-solving, critical thinking, communication, and relationship-building skills
• Demonstrated ability to mitigate and take ownership of customer escalations
• Demonstrated ability to manage customer expectations and facilitate win-win situations
• Demonstrated ability to interact with all levels of customers from front-line staff to senior level leadership
• Thorough knowledge of and demonstrated ability to use and navigate web and mobile technologies
• Advanced knowledge of hardware installation and settings
• Demonstrated ability with the basic functions and features within Microsoft and Google platforms
• Ability to manage business location transfers and other large data work projects
• Demonstrated ability to facilitate change management with their point of contact (POC) and/or the customer’s organization
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently. Demonstrated ability to meet internal and external deadlines

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.