Customer Success Manager

Summary

Join Xplor's Fitness & Wellbeing vertical as a Customer Success Manager in New Zealand. You will manage existing customers, generate new leads, and provide exceptional customer service. Responsibilities include responding to customer queries, making proactive account management calls and visits, demonstrating product benefits, providing analysis and recommendations, conducting training, managing client resignations, creating reports, and building strong customer relationships. The ideal candidate possesses entry-level account management or customer service experience, ideally with experience in the health and fitness industry. A fully remote option is available once full working rights are obtained. Xplor offers various benefits, including parental leave, flexible work arrangements, and professional development opportunities.

Requirements

• Entry level Account Management experience or 1-2 years Customer Services experience
• You are familiar with Direct Debit payments and various Club Management Systems
• Passion for the fitness & wellbeing industry
• Not afraid to pick up the phone and call
• Target driven, self motivated and goal orientated

Responsibilities

• Respond to all of your customer's queries in a timely, efficient and courteous manner
• Make pro-active account management phone calls and onsite visits to ensure that your customers are receiving the maximum benefits from our payments and software
• Demonstrate the benefits of payments and software and the value added service we are providing
• Provide analysis and recommendations to your clients to improve their business practices
• Provide training to new and existing clients via Teams and in person
• Resign existing clients once they come out of contract
• Create and analyse monthly reports - for use both internally and externally
• Build and maintain strong working relationships with your customers
• Work with the Growth Account Manager to identify candidates to migrate from Clubware to Xplor Gym by performing demos and deep dives
• Understand the customer’s business to up-sell products and increase software MRR

Preferred Qualifications

• Ideally you will have worked as a Club Manager or have experience running a gym/fitness club
• It would be desirable if you have used Debitsuccess and/or Clubware or similar, in a previous role
• A high level of computer literacy would be ideal as would a knowledge of Excel and Salesforce

Benefits

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements