Company Description

Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful. 

Job Description

As a Team Lead, Strategic Relationship Management, you will work as a consultative partner to key Daxko customers, providing excellent customer service and building rapport with key contacts. You will help to identify new service and/or product opportunities and coordinate as necessary with Sales. You will also manage a team of Strategic Relationships Managers, mentor and train team members, review performance, keep process documents updated, and provide recommendations on ways to improve the program.

The Strategic Relationship Manager Team Lead reports to the Senior Director, Customer Success. This role will support the SMB market (i.e. Zen Planner, SugarWOD, etc.). 

As a leader, you will:

• Evaluate and provide real-time feedback on performance
• Train and/or ensure that the team is properly trained for their specific roles
• Schedule work hours and shifts
• Coordinate job rotation and cross-training
• Assist in resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling
• Identify and resolve workplace problems, including tardiness or absenteeism
• Manage headcount and make staffing decisions related to new hires and terminations
• Set and help the team understand performance targets and goals

You will also:

• Manage relationships with key customers across multiple platforms and serve as primary contact
• Maintain a comprehensive understanding of the entire Daxko product suite and communicate overall value
• Serve as first layer of escalation management for customers
• Ensure satisfaction of assigned client base through periodic conference calls and client visits
• Communicate and promote key Daxko initiatives such as user group meetings, product enhancements, etc.) to ensure thorough product adoption and to drive retention
• Oversee customer projects, resolution of critical service issues, and follow-up to quality survey feedback
• Identify new service and/or product opportunities and coordinating as necessary with Sales and Product.
• Adhere to standard Daxko tools and processes for recording and responding to service activities
• Produce detailed trip reports and distribute to all appropriate parties
• Partner with internal Daxko business partners as required, to enable seamless delivery of Daxko Services and strategic planning
• Mentor and coach less tenured or newly hired Services associates on product knowledge, process and procedures, and relationship skills
• Train and provide ongoing training, in addition to review the performance and provide regular feedback to Strategic Relationship Managers.
• Provide metrics and other information as required regarding the performance of Strategic Relationship Manager department
• Travel up to 50% 

Qualifications

• Two (2) to four (4) years of related experience
• Extensive customer service experience
• Expert knowledge of Daxko’s products and services as well as the fitness and health market
• Strong interpersonal and communication skills
• Strong computer and multi-tasking skills
• Proficient in strategic planning and decision making
• Ability to create, build, and maintain relationships and rapport with clients
• Ability to work cross-functionally and maintain exceptional cross-team communication
• Bachelor’s degree in Business or related field or equivalent experience

Additional Information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include: 

• Flexible paid time off 
• Affordable health, dental, and vision insurance options
• Monthly fitness reimbursement
• 401(k) matching
• New-Parent Paid Leave
• 1-month paid sabbatical every 5 years
• Casual work environments

All your information will be kept confidential according to EEO guidelines.