Bilingual Onboarding Partner

Company : ABC Nova Scotia

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION:  

As a member of our global CX team, you will support our customers in the Americas region with realising first value with Glofox. You will be responsible for guiding customers through their onboarding, acting as a key resource, escalation point for platform queries, a trusted advisor and coach to ensure the customer is set up for success. The successful candidate will be an ambitious, customer-centric individual who can work cross-functionally to highlight, prioritize and seamlessly guide a customer through setup while maintaining a high level of engagement and managing blockers along the way. This is a crucial hire for Glofox in the US as we scale up to meet the needs of our growing customer base. The individual will have the opportunity to work closely with regional leadership to drive overall success in the onboarding function.

WHAT YOU’LL DO:    

• Support customers through their Onboarding journey by driving product adoption, engaging key stakeholders and using a consultative value driven approach to guide customers seamlessly through their initial Glofox setup.
• Drive improved results for KPIs including time to onboard, # of customers onboarded, retention, client engagement & product adoption
• Collaborate with the Technical Implementation team to ensure successful migration of customer data during the setup phase of the journey. Supporting with communication and stakeholder engagement throughout.
• Act as a product & industry champion, leveraging known & learned best practices to unblock challenges during the onboarding phase.
• Work with Sales team to understand key value drivers for newly signed customers and facilitate a smooth transition into the post-sale structure.
• Leverage Enablement & Product Marketing materials to support customers with training & product adoption. Harnessing the power of personalised messaging and value proposition to drive higher interest and adoption of features during the setup phase.
• Work with management to create feedback loops, ensure alignment and drive optimisation between onboarding and other departments

WHAT YOU’LL NEED:

• Bachelor’s degree with evidence of high achievement in academics and extracurriculars.
• A total of 5+ years of relevant experience, with 2+ years' experience in SaaS Onboarding, Account Management or Customer Success
• Prior experience in onboarding a high volume (30+) or managing a large portfolio of customers (200+) with performance and retention based KPIs
• Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders
• Outstanding organisational, scheduling and time management skills.
• High EQ/interpersonal skills in working with diverse stakeholders and a willingness to strive for positive customer outcomes
• Coachable, self-motivated, curious and resilient
• A natural desire to build meaningful partnerships and seek out solutions for customers
• Spanish language proficiency preferred

AND IT’S GREAT TO HAVE:

• Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio.
• If you have previously managed a portfolio of customers with retention or expansion KPIs, that would be a huge plus.
• Finally, prior supervisory or management experience would be fantastic as we are always looking for the next wave of leaders in our organization!

WHAT’S IN IT FOR YOU:  

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset  
• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! 
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam  
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!  
• Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement  
• Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.  
• Medical/Dental/Vision coverage  
• EAP – we get you help when you need it. Period.  
• Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16  
• And more! – so many benefits we couldn’t even fit them all here! 

Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $58,000.00 -- $68,000.00 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions. 

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets! 

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION: 
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com  

ABOUT ABC: 

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym. 

 
Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).

#LI-REMOTE

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!