Client Transition Coordinator (Remote)

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Company Description

Club Automation is a leading cloud-based software provider that helps the health and athletic industry to manage their clubs more efficiently.

Job Description

As a Client Transition Coordinator, you are responsible for the seamless transition of new clients from Implementation to Support, via regular calls, continued trainings, progress checkpoints, and relationship building. You will work cross-functionally with other departments to ensure that newly-live customers can operate with confidence and self-sufficiency.

This position reports to the Team Lead, Product Consulting. 

 What you'll be responsible for...

  • Managing the relationships with newly-implemented customers, with the goal of future call reduction by creating a stable and structured environment
  • Hosting regular phone calls with new customers to:
    • Continue to solidify their new relationship with Club Automation
    • Coach them through first-time processes such as, but not limited to, First Billing, EFT, First Payroll, First end-of-month reporting and reconciliation, and others
    • Re-enforce customer knowledge and confidence in the core functionality of the system
    • Provide a structured environment for raising questions and issues
  • Strategically applying advanced product knowledge to address post-go-live needs and implement necessary features
  • Establishing a 30,60,90 day transition plan with each new customer to move them to a place of confidence and stability resulting in lower case submissions to CS team
  • Driving higher product adoption of newly-live clients
  • Partnering with Implementation and Customer Service Leads to gradually transition customers into general support model
  • Establishing client expectations for transitions to support
  • Collaborating across departments to provide feedback and client insight into Product, Development, Sales, and Implementation strategies
  • Reporting performance metrics to leadership

Qualifications

  • 1-2 years related experience required
  • Strong interpersonal and communication skills
  • Ability to create, build, and maintain relationships and rapport with clients
  • Ability to identify complex problems and information to develop and evaluate options and implement solutions
  • Ability to identify measures or indicators of performance and the actions needed to improve or correct performance, relative to the goals of the client
  • Ability to coordinate resources to obtain project goals while minimizing risk
  • Working knowledge of Club Automation software products(s) 
  • Ability to train and teach others how to use Club Automation software product(s)

Additional Information

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 insurance options
  • 8 paid holidays + 1 floating holiday
  • Monthly fitness reimbursement
  • 401(k) matching
  • Casual work environment
  • Plenty of free food and caffeine

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.

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

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Location

You can find us on the hundreds of miles of nearby trails or enjoying lunch from one of the many fast-casual favorites on the lawn at Civic Green Park

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