Customer Success Specialist

| Greater Denver Area
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Zen Planner is a fast-moving technology company based in Highlands Ranch, CO.  We provide an all-in-one software for fitness businesses that includes membership management, scheduling, integrated payment processing, email and website templates, that enables our customers grow and nurture their business.

We are seeking an energized and talented Customer Success Specialist to work alongside our amazing team who are dedicated to both active lifestyles and to helping small businesses flourish. In this hybrid role, the Customer Success Specialist will work across the Customer Success team, pivoting between our Customer Advocate and Onboarding Coach positions based on company need.

RESPONSIBILITIES

  • Become an expert Zen Planner user and stay on top of changes in each software release
  • Work as a consultative partner to your customer, building rapport, providing direction and communicating customer specific feedback via phone, email, or chat
  • Identify, diagnose and resolve Zen Planner technical and usage issues
  • Prioritize issues and escalate actionable items to the development team
  • Validate reported issues using testing techniques and tools
  • Collaborate closely with team members to provide creative solutions to unique problems
  • Proactively reach out to clients to ensure optimal use of the Zen Planner software
  • Maintain established metrics while serving as a representative of our OHANA values
  • Manage incoming weekend support requests via email on a rotating basis
  • Strive to attain high customer satisfaction ratings consistently
  • Help develop, improve and implement Standard Operating Procedures
  • Work towards quarterly goals that contribute to professional success and/or that of the company
  • Consult clients new to Zen Planner on best practices and use of software
  • Follow-up with and assist new clients with any issues
  • Take existing client data and import into Zen Planner
  • Confidently lead client meetings and communicate using screen share
  • Be well versed in a variety of fitness businesses and their operations
  • Translate client needs/wants into tangible database functionality

REQUIREMENTS 

  • Successful 2-month intensive training as a Customer Advocate to fully learn the software
  • Two or three years of demonstrated excellence in customer service
  • Genuine commitment to delivering a best-in-class online service
  • Ability to work closely and effectively with others
  • Strong organization, time-management, and planning skills
  • Excellent verbal and written communication skills
  • Ability to multi-task, attention to detail
  • Knowledge in Microsoft Office
  • Comfortable learning, using & teaching complex software programs
  • Significant time spent on phone/online sessions with customers
  • Occasional in-person onboarding sessions with local customers

 Zen Planner 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.

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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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