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Our client is Australia’s largest provider of aesthetic and medical-grade technology. They deliver cutting-edge treatment technology, skincare, accessories, and business support to over 4,500 stockists across Australia, New Zealand, and beyond.

They are now looking to hire a Customer Service Specialistto provide 5-star support to customers.

Job Responsibilities:

• Handle client inquiries via phone, email, and social media with professionalism.
• Maintain accurate client interaction records using CRM systems like HighRise.
• Support the sales team by managing leads and completing sales-related tasks.
• Provide clear communication and follow-up to ensure client satisfaction.
• Attend weekly team meetings and training sessions to enhance service quality.
• Acknowledge client enquiries via email promptly if they can’t be actioned immediately.
• Provide basic information on services, equipment, and policies, and refer enquiries to the relevant department.
• Escalate urgent client support tasks via WhatsApp, ensuring responses within 10 minutes.
• Resolve client conflicts, ensuring effective solutions and continuous follow-up.
• Monitor enquiry trends and collaborate with departments to develop solutions.
• Process and manage leads, including assigning new deals in the CRM.
• Manage invoices, consumable orders, and client information updates.
• Assist in maintaining a high standard of client support and satisfaction.
• Ensure client information is up-to-date and manage email subscriptions.
• Have a thorough understanding of departmental practices to effectively filter and forward enquiries.

• Experience in customer support or sales aftercare (essential).
• Experience using CRM systems (preferably HighRise).
• Knowledge of customer service principles, with strong communication and organisational skills.
• Previous experience in the beauty therapy industry (preferred).
• Proficiency in Microsoft Office and various communication tools (WhatsApp, Monday, Easy Insights).
• Ability to build rapport with clients, and work independently, and within a team.
• Must be self-motivated, task-focused, and able to meet deadlines.
• Willingness to work weekends (every Sunday, 3 hours).
• A commitment to delivering exceptional customer service, aligned with the company's mission to "Make People Feel Wonderful."

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Paid leave
• Christmas Bonus

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Job Description

In this role, you’ll work directly with our customers to implement, configure, provide training, and deliver use-case consulting. You’ll represent Dynatrace as a trusted adviser, guiding customers along their digital transformation journeys. You’ll have the opportunity to learn new technologies while using your existing knowledge of web applications.

Ideally you have a background in technology with an application focus and are a natural problem solver who likes a variety of challenges. The Dynatrace Platform touches multiple groups, making this a visible position within our customers. It helps to be personable and outgoing because you’ll be right in the middle of things, having regular interactions with developers, architects, business analysts, and line-of-business executives. You’ll be the direct cause of “wow!” experiences at our customers.

• Define and deliver education sessions focused on Dynatrace solutions in our customers’ environments
• Consult with customers to understand, and then meet, their business and technical goals
• Install, configure, and troubleshoot Dynatrace products
• Serve as subject matter expert on Dynatrace techniques and best practices, combining product expertise with your skills and knowledge
• Identify key “Business Modeling” integration opportunities, especially around reporting, alerting, dashboards, SLAs, etc.
• Analyze performance data and assist with performance troubleshooting / tuning of customer applications, architecture, and practices
• Use Dynatrace products to find and point out obvious application performance problems and other low-hanging fruit for those great “aha!” moments
• Participate in project scoping
• Build relationships that support the successful adoption and integration of Dynatrace products throughout the application lifecycle
• Partner with the sales team as needed in presales technical sessions
• Recommend complementary products or product features to meet customer goals

Qualifications

Required Skills:

• Undergraduate or graduate degree in Computer Science, Computer Information Systems, or a related technical discipline, or equivalent work experience
• 2-3+ years hands-on design and programming in some object-oriented language, preferably in a Java or .NET environment, preferably on medium-to-large online systems. This is not a programming position, but our team routinely works with customer developers and architects and must have these skills to be credible. Appropriate university-level programming coursework may be acceptable
• 2-3+ years consulting, presales, or support experience with application-focused software requiring interactions outside of the data center (other APM tools; large, packaged apps; not simply infrastructure)
• Architectural understanding of either the JEE or .NET platform and how it works, and a self-directed willingness to learn about other platform and “new stack” technologies such as PHP, node.js, Docker, etc.
• Experience with data presentation via charts and dashboards
• Understanding of code- and container-level performance tuning, troubleshooting, and architecture best practices in large multi-tier and SOA-based applications
• Proven problem-solving nature, with an engaged, self-motivated, can-do attitude
• Comfortable doing common Windows and Linux administration, and with Linux/UNIX command line
• Comfortable creating and maintaining personal virtual machines (Windows and Linux guest OSes) with products such VMWare Workstation, Parallels, or VirtualBox
• Excellent verbal and written English or regional communication skills and attention to detail

 Desired Experience:          

• 3+ years consulting experience with Dynatrace technology consulting
• Dynatrace Professional certifications
• Prior classroom or formal training experience
• Prior senior-level development experience in Java, .NET, or PHP environments
• Experience in DevOps, CI, and CD
• Experience in a major vertical such as Finance, eCommerce/Retail, Insurance
• Performance tuning in other application tiers (Database, Network, Storage, etc)

Current knowledge of and certifications in “new stack”, cloud, big data, and other key technologies (AWS, GCP, Azure, PCF, OpenShift, Docker, Kubernetes, SNOW, Splunk)

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THE CARWOW GROUP

Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer.

What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service. 

In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million.

WHY JOIN US?

Shortlisted in the prestigious Culture 100 list of the top Growth companies to work for by Hyer; we also recently raised $52m in funding led by global venture capital firm an early backer of LinkedIn and Shopify, Bessemer Venture Partners, to accelerate our growth plans! 

As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers.

Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!).

Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!

THE ROLE

Joining our Customer Experience department you will be the first point of contact for our customers coming into the business. Ensuring we offer the best car buying and selling experience, you will measure your success in quickly ascertaining our customers needs and handing across to the appropriate departments. You will be a self-starter who is organised and able to manage your own workload.

WHAT YOU'LL NEED

• You will have experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails and chats
• You will be an effective communicator - one of our company values is Clear which states we strive for clarity and simplicity in all our communication. You are a natural communicator, understanding how to interact with people in different environments
• You are curious, we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work and ourselves. You are a problem solver, quick thinker and striving to find the best solution
• We aim to Wow users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight
• You have excellent spoken and written English capabilities

• Hybrid working
• Competitive salary to fund that dream holiday to Bali
• Share options - when we thrive, so do you!
• Private Healthcare, for peace of mind
• Meal allowance card (8,32€ per working day)
• Monthly coaching sessions with Spill - our mental wellbeing partner
• Enhanced holiday package, plus bank holidays 
• 28 days annual leave
• 1 day for your wedding
• 1 day off when you move house - because moving’s hard enough without work!
• On your third year anniversary, you get 30 days of annual leave per year
• On your tenth year anniversary, you get 35 days of annual leave per year 
• Option to buy 3 extra days of holiday per year  
• Work from abroad for a month (due to popular demand, this offer excludes the moon). 
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
• The latest tech (Macbook or Surface) to power your gif-sending talents
• Up to £500/€550 home office allowance for that massage chair you’ve been talking about
• A generous learning and development budget to help you master your craft
• Regular social events:, tech lunches, coffee with the exec sessions, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money
• Lunch & learns and Carwow Classrooms with expert speakers who are here for a free lunch

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.

#LI-RV1

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Job Description

The Provider Enrollment Specialist facilitates the application from a new provider through all stages in order to enroll the provider with commercial and/or government payers as well as facilities. The Specialist is also responsible for updating practitioner information in both the internal software and with external payers. In addition to data entry, the specialist also maintains copies of licensure, certificates, and other documents necessary for the enrollment process, maintains provider CAQH profiles, and conducts verification of all data, ensuring accuracy and timely entry of information. The specialist shares essential updates with providers and the internal team as necessary in weekly summary reports.

• Conducts the enrollment process and maintains provider information in enrollment platform
• Adheres to deadlines and enrollment schedules by tracking files through all stages
• Communicates with providers, payers, MSOs, CVOs via email, phone, and mail.
• Helps the department move to paperless by centralizing all provider data gathered in software
• Maintains confidentiality and responsibility for all enrollment files through the process

Qualifications

• High School Diploma or GED
• At least 2 years provider enrollment experience including remote / work-from-home experience.
• Payer contract negotiation experience preferred.
• Intermediate to advanced skills in MS Office Suite, including Excel 
• Proficiency in the use of e-mail and skilled in maneuvering through the internet using multiple search engines.
• Excellent professional, oral, and written communication
• Strong organizational skills with attention to detail
• Strong work ethic and ability to follow established timelines to complete tasks
• Willingness to establish and maintain effective work relationships with providers, payers, MSOs, CVOs, co-workers, supervisors, and managers
• Represent Contracting Providers in a competent and professional manner

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Job Description

The Customer Service Specialist performs a variety of job functions integral to RxSafe, including trade show coordination, vendor management, receptionist for the Customer Support 800 line, and PakMyMeds program. The successful candidate will be highly organized, possess excellent communication and listening skills.

• Answer incoming calls on 1st or 2nd ring, demonstrating great listening skills and creating an excellent first impression of RxSafe.
• De-escalate and proactively manage support calls and customers. Provide updates when waiting for 30 minutes or more for a call back from the technical team.
• Enter Support tickets into ticketing system (Zendesk).
• Maintain constant communication with technical support team to reduce queue call time lag. (Slack is one of many tools for this.)
• Escalate to Manager &/or Director when call queue wait time exceeds 1 hour or there is a “hard-down” needing rapid response from team.
• Coordinate virtual and in-person tradeshows and events (i.e., webinars), including managing all logistics, people, and equipment, to enable sales of pharmacy automation systems.
• Facilitate customer surveys, reporting, and organizing survey results, and follow-up.
• Manage and maintain open RMA orders.
• Proactively work with Accounting and customers to invoice those who have not returned our requested parts.
• Occasional travel requested / required.

Qualifications

• A results-driven marketer with high attention to detail, creativity, communication, and analytical skills
• Excellent reporting skills, familiar with organizing data and marketing/research insights
• Outstanding ability to think creatively, critically, and identify and resolve problems
• Excellent verbal, written and listening communication skills
• Knowledge of HubSpot, Slack, Zendesk, SurveyMonkey and Zoom preferred
• Ability to work within a team and independently
• Experience with CRM workflows, analysis, and reporting tools, esp. HubSpot
• Strong organizational, time management, and multi-tasking skills
• Proficiency with MS Office Suite (Excel, PowerPoint, Word) and Google Suite equivalents

Salary Range $21.00 - $26.00/hour

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Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we have grown tremendously each year since launch. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

We are seeking a full time Customer Care Specialist to join our best-in-class Customer Support Team. In this role, you will use your independent judgment as an expert troubleshooter, coach, and diagnostician with regard to Bevi machines. You will serve both our Direct and Partner customers via phone and email helping to ensure our machines are running at peak performance. You have a passion for providing customers with an exceptional experience, and you enjoy working with internal stakeholders to provide feedback to help drive process improvements.

This role is based out of our Charlestown office, at least 2 days per week in person (more if desired!).

Must be willing to work 12pm - 8pm EST 2 days per week.

What you will do:

• Work on projects that require independent judgment, decision-making, and critical thinking, such as the creation and implementation of service of processes, guidelines, and other documentation
• Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis.
• Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance.
• Provide guidance on installations and preventative maintenance to improve the customer experience
• Lead troubleshooting efforts for machines via phone and email (training will be provided)
• Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team
• Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams.
• Help partners with contract questions and overall system usage analysis
• Initiate RMAs for parts that will be processed by our Quality Engineers
• Be the voice of the customer to deliver upon our brand promise on customer service
• Answer warranty questions and provide guidance on next steps
• Schedule proactive and reactive service calls around the country
• Identify areas of opportunity for our customers. Some examples may include:
• Flavor changes
• Proper maintenance tips to prevent future issues
• Better service processes
• New product additions
• Competitive presence

• Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi’s customers.
• Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders, , and working with internal stakeholders to drive process improvements
• Ensure Bevi's customers receive industry defining technical support
• Great attitude and willingness to go above and beyond for an exceptional customer experience
• Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput
• Move with urgency to solve problems for our customers
• Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus
• College degree preferred

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match, and environmentally responsible investment options
• Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks and (of course) unlimited Bevi ... plus composting and terracycling, too
• Happy hours, pancake breakfasts, Hero awards - and more!
• Join a team that shares our Bevi Core Values:
• Put Customers First
• Be Great to Work with
• Raise the Bar Together
• Act Like You Own the Business
• Be Curious and Ask Why
• Champion Sustainability

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Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we have grown tremendously each year since launch. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

We are seeking a full time Customer Care Specialist to join our best-in-class Customer Support Team. In this role, you will use your independent judgment as an expert troubleshooter, coach, and diagnostician with regard to Bevi machines. You will serve both our Direct and Partner customers via phone and email helping to ensure our machines are running at peak performance. You have a passion for providing customers with an exceptional experience, and you enjoy working with internal stakeholders to provide feedback to help drive process improvements.

Must be willing to work 12pm - 8pm CST 2 days per week.

What you will do:

• Work on projects that require independent judgment, decision-making, and critical thinking, such as the creation and implementation of service of processes, guidelines, and other documentation
• Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis.
• Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance.
• Provide guidance on installations and preventative maintenance to improve the customer experience
• Lead troubleshooting efforts for machines via phone and email (training will be provided)
• Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team
• Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams.
• Help partners with contract questions and overall system usage analysis
• Initiate RMAs for parts that will be processed by our Quality Engineers
• Be the voice of the customer to deliver upon our brand promise on customer service
• Answer warranty questions and provide guidance on next steps
• Schedule proactive and reactive service calls around the country
• Identify areas of opportunity for our customers. Some examples may include:
• Flavor changes
• Proper maintenance tips to prevent future issues
• Better service processes
• New product additions
• Competitive presence

• Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi’s customers.
• Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders, , and working with internal stakeholders to drive process improvements
• Ensure Bevi's customers receive industry defining technical support
• Great attitude and willingness to go above and beyond for an exceptional customer experience
• Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput
• Move with urgency to solve problems for our customers
• Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus
• College degree preferred

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match, and environmentally responsible investment options
• Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks and (of course) unlimited Bevi ... plus composting and terracycling, too
• Happy hours, pancake breakfasts, Hero awards - and more!
• Join a team that shares our Bevi Core Values:
• Put Customers First
• Be Great to Work with
• Raise the Bar Together
• Act Like You Own the Business
• Be Curious and Ask Why
• Champion Sustainability

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We are looking for a Software Asset Management Specialist to oversee and manage the software inventory, compliance, and optimization. Your role will include tracking software licenses, ensuring compliance with licensing agreements, and implementing best practices in software management.

• 3+ years of experience in Software Asset Management, IT Asset Management, or a related field.
• Demonstrable experience in designing and implementing SAM Governance, Policy and lifecycle processes aligned to industry accepted standards.
• Expertise in software licensing for major publishers (minimum 3) like IBM, Oracle, SAP, Microsoft and VMware.
• Identifies and delivers on various cost optimization opportunities throughout the asset lifecycle.
• Provide consulting advice on license implications for deployments in Datacenter, EUC estate and Cloud.
• Expertise in functional implementation of Flexera or ServiceNow SAM Pro or Snow License Manager.
• Strong knowledge of software licensing agreements and compliance requirements.
• Experience with Software Asset Management tools (e.g., ServiceNow, FlexNet, SCCM).
• Ability to analyze software usage data and provide insights for optimization.
• Detail-oriented with strong organizational skills.
• Excellent communication and interpersonal skills.
• Strategic advice on software sourcing and involve in negotiations for large and small deals.

Zone IT Solutions is Australia based Recruitment company. We specialize in ERP and larger IT Services. We offer flexible, efficient and collaborative solutions to any organization that requires IT, experts. Our agile, agnostic and flexible solutions will help you source the IT Expertise you need. Our delivery Offices are in Melbourne, Sydney, Singapore, and India. If you are looking for new opportunities your profile at Careers@zoneitsolutions.com or contact us at 0434189909

Also follow our LinkedIn page for new job opportunities and more.

Zone IT Solutions is an equal opportunity employer and our recruitment process focuses on essential skills and abilities. We welcome applicants from a diverse range of backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds and people with disabilities.

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Job Description

Customer Success Managers (CSMs) will play an integral role in delivering our services to customers on their purchased programs, working with our customers to define and execute on their project plans from start to finish. This position involves a broad spectrum of responsibilities aimed at guaranteeing program success and delivering exceptional service to customers. The ideal CSM, is highly organized with impeccable attention to detail and excellent interpersonal skills. Overall the CSM responsible for customer health metrics and retention.

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey. Defining compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones; 

• Actively manage the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue.

• Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics. 

• Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews: 

  • Aligns solutions to address customers’ specific challenges, optimizing business value and increasing product adoption;

  • Conduct program reviews to have a deep understanding of the needs, status, gaps and next steps to ensure all client tasks are proactively anticipated and supported. 

  • Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams. 

• Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.

• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.

• Take on special projects to enhance customer success management processes.

• Serve as a peer partner to new team members as required.

• Coordinate user permissions in the Assent platform with Platform Operations.

• Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.

• Possess intermediate regulatory knowledge in order to consult with clients in program direction;

• Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.

• Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM.

• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

Qualifications

• Excellent oral and written communication skills in English - you communicate clearly, concisely and with tact, additional languages are considered an asset;

• A University, College and/or Post Graduate Certificate in a related area of study or equal working experience;

• Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field;

• Working knowledge of consultative customer management and/or project management roles; 

• Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset;

• Solid interpersonal skills - you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally;

• Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis;

• Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;

• You have an insatiable thirst for knowledge - you are motivated to learn and keep yourself up-to-date with regards to changing regulations;

• You possess maturity, poise and professionalism;

• You are emotionally intelligent - you are self-aware, can see things from various points of view, and self-regulate;

• You are intellectually curious with excellent problem-solving skills;

• You anticipate, understand, and respond to the needs of others and are proactive about communicating;

• You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals;

• You are a critical thinker and can suggest, implement, and support efficient and effective operations;

• You are open to feedback, coachable and always striving to self-improve;

• You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.

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Job Description

As a Customer Experience/Retention Manager, youll play a crucial role in delivering exceptional service through multiple touchpoints including in-person interactions, phone calls, WhatsApp messages, personalized video messages, and Zoom meetings. You'll ensure that clients feel fully supported throughout their fitness journey, focusing on increasing lifetime value (LTV), reducing churn, and providing an extraordinary client experience.

Your Key Responsibilities:

• Client Onboarding: Welcome new clients and guide them through a seamless onboarding process, ensuring they feel excited and confident about their fitness journey with PTD Fitness.
• Customer Journey Management: Design and manage personalized six-month journeys for clients, incorporating regular check-ins, goal-setting, and tailored fitness advice.
• Multiple Touchpoints for Engagement: Engage with clients using a variety of methods, ensuring they feel valued and supported at all stages of their journey.
• Build Strong Relationships: Develop meaningful, long-lasting relationships by understanding each clients fitness and lifestyle goals, offering tailored advice on fitness, nutrition, and biohacking.
• Retention & Referrals: Implement strategies to keep clients engaged, reduce churn, and encourage referrals by building trust and delivering exceptional client experiences.
• Health Metrics & Progress: Monitor client progress through health metrics and regular feedback, ensuring they stay on track toward their goals.
• Trainer Collaboration: Work closely with trainers to adjust client programs based on progress and client needs.
• Client Feedback & Satisfaction: Measure and improve client satisfaction using score-based feedback tools and actionable insights. Use client journey insights to enhance retention and client experience.
• Proactive Churn Management & Data Analysis: Analyze client data to identify churn risks, ensuring ongoing engagement and satisfaction to extend client lifetime value (LTV).

Qualifications

• More than 5 years of experience in delivering exceptional customer experiences, driving satisfaction, and fostering strong client relationships.
• English fluency is required.
• You are passionate about fitness, wellness, and helping clients achieve their health and fitness goals.
• You thrive in a client-focused, fast-paced environment, where every day brings a new challenge and an opportunity to make a difference.
• You have strong interpersonal skills and know how to build trust and rapport with clients both in-person and through digital touchpoints (WhatsApp, phone, video, Zoom).
• You're a proactive problem-solver who can identify issues before they become problems and handle them with empathy and efficiency.
• You have experience managing a customer journey, with measurable success in increasing client LTV and reducing churn.
• You are organized, responsive, and always strive to over-deliver on client expectations.
• You thrive both working independently and as part of a team, taking direction when needed but also stepping up to lead when necessary.
• You're tech-savvy and eager to learn more about biohacking, optimizing health, and using CRM systems to improve client experiences.

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