Retention & Customer Engagement Specialist at Zen Planner

| Greater Denver Area
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Company Description

Zen Planner serves over 7,000 businesses in the boutique fitness, yoga, martial arts, and affiliate gym space, providing business owners everything needed to run a successful gym, school, or studio. Zen Planner was acquired by Daxko in 2017 and our best-in-class software is backed by a team of over 100 likeminded fitness fanatics, outdoors enthusiasts and techies. Zen Planner has received several recognitions for its incredible culture, including Outside Magazine’s Best Places to Work five years in a row, Top 100 Digital Companies in Colorado and Best and Brightest Companies to Work For, to name a few.

Job Description

Does your drive to exceed quotas and passion for helping customers compare to that of Dwight Schrute? Can you take an emotional punch to the gut with a smile? Do you thrive on turning an escalated customer into a happy camper? We are looking for a Retention & Customer Engagement Specialist to join our Digital Websites team.

     We'll want you to...

    • Act as a direct line of support to improve the website experience for all Daxko customers
    • Save our at-risk clients from churn through:
      • Quality assurance of product
      • Education around product lines
      • Customer Engagement – auditing and preventive outreach
    • Supervise day-to-day operations on the website support team including performing overflow customer support in high volume situations
    • Create effective customer service procedures, goals, and standards; coordinate with team to make sure goals are met on a regular basis
    • Facilitate methods for increased customer engagement (performance reporting, proactive outreach, etc.) with their website creating happier clients and accelerating organic growth
    • Analyze website cancellation trends to determine and resolve any persistent issues causing client churn
    • Leverage industry knowledge (i.e. digital advertising, search engine optimization, website performance/analytics, website design) to advance and improve current product offerings as the digital marketing landscape evolves
    • Spearhead quality assurance efforts on existing websites to align website product with both the offered service level agreement and client expectations
    • Train and develop the website support team individually and collectively, and foster an environment of personal and professional growth

    Qualifications

    • Minimum 6 months experience customer retention
    • Preferred 6 months experience with customer support
    • WordPress experience
    • Experience with SEM tools (Google Analytics & Facebook Pixel)
    • Direct customer interaction experience
    • Experience managing multiple customer accounts at one time
    • Bachelor's degree (preferably in marketing, communications, journalism or a related field) - OR - equivalent experience
    • Comfortable working with a team in a fast-paced environment, and ability to prioritize/meet deadlines within specific time constraints
    • Extreme attention to detail
    • Ability to effectively work on your own, with a team, and with customers
    • Strong English, editorial, and creative writing skills

    Additional Information

    The Daxko Nation includes many distinct brands include Daxko, CSI Spectrum, Club Automation, AAC, SugarWOD, Zen Planner, and more. Through these brands, we deliver comprehensive technology solutions and experienced services to health & wellness facilities. Since we began in 1998, we’ve grown to span 68 countries, 10,000 facilities and over 20 million members. Our customers rely on us to be the engine of their growth with deep insight, guidance, technology solutions, and exceptional experiences that make us the industry’s recognized #1 software provider.
    Our company, with a culture of collaboration, action, and entrepreneurship, has a well-deserved reputation of providing “career defining” opportunities for team members willing to pursue them.
    With a high value placed on taking care of our customers and our team members, we have frequently been recognized locally and nationally as best workplaces.
    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
    • Monthly fitness reimbursement
    • 401(k) matching
    • Casual work environment
    • Plenty of free food and caffeine

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

    • Engineering
    • Product
    • Sales & Marketing
      • JavaLanguages
      • JavascriptLanguages
      • SqlLanguages
      • BootstrapLibraries
      • webpackLibraries
      • SpringFrameworks
      • Spring BootFrameworks
      • Microsoft SQL ServerDatabases
      • DynamoDBDatabases
      • Google AnalyticsAnalytics
      • SketchDesign
      • JIRAManagement
      • DrupalCMS
      • WordpressCMS
      • HubSpotCRM
      • SalesforceCRM
      • HubSpotEmail
      • HubSpotLead Gen

    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

    An Insider's view of Zen Planner

    What’s the vibe like in the office?

    Pop into our office around 1:15 p.m. any given day and you’ll see team members coming back from their lunch fitness class, martial arts class, or a trail run. We live and breathe fitness, from Ironman athletes to folks just starting their journey. Most people who work at Zen Planner get fitter by being in an environment that normalizes fitness.

    Cody Sunkel

    Director of Sales

    What does your typical day look like?

    I typically start my day super early working out at a local CrossFit gym. The work day starts with a stand-up, collaborating with Product Managers, Developers & Designers to make sure we are solving the right problems for our customers. I spend my day doing user research, journey maps, prototyping, tests and tweaking UI. Every day is different.

    Erika Bazo

    Senior UX Designer

    What does career growth look like on your team?

    We’re growing so quickly and it’s creating a lot of opportunity for the team. We’re focused on defining new roles, hiring and training the team in order to launch into a new organization structure that will position Marketing in a whole new light within our company. My goals right now are to effectively scale through such rapid growth.

    Kinnick McDonald

    Sr. Director of Marketing

    What is your vision for the company?

    To make the world a healthier and happier place. We want to give fitness business owners everything they need to have the biggest impact they can on their communities. We believe that if we can better equip those who are most passionate about fitness, we can help fix what is broken about our society’s view of health and fitness.

    Matt Share

    Director of Product

    How does the company support your career growth?

    We believe in realizing the potential of each individual and team. We constantly grow by learning from each other and providing plenty of mentoring opportunities. We try new things and experiment to improve. We work with people in a variety of roles to grant us new perspectives. We embrace challenges as a tool to push ourselves to the next level.

    Chad Kembel

    Senior Engineering Manager

    What are Zen Planner Perks + Benefits

    Zen Planner Benefits Overview

    Zen Planner has been recognized for providing team members with competitive benefits that celebrate its culture, promote health & wellness, and help team members achieve their goals. We make the world a healthier, happier place and it starts with helping our employees be healthier and happier!

    Culture
    Volunteer in local community
    Friends outside of work
    Eat lunch together
    Intracompany committees
    Zen Planner has a culture committee that manages our fun office events from things like ice cream test tasting to our holiday parties.
    Daily stand up
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Pair programming
    Open office floor plan
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Zen Planner's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,700 annually.
    Disability Insurance
    Company-paid long and short-term disability insurance provides 60% of your pre-disability earnings up to certain limits.
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Zen Planner provides a wealthy health insurance plan through BCBS with options for PPO and HDHP. Company contributes to the cost of both plans for all levels of coverage.
    Life Insurance
    Zen Planner provides company-paid life insurance policies for $100,000 to all full-time team members.
    Wellness Programs
    Onsite Gym
    Team workouts
    The Zen Planner team gets together for group workouts, yoga and meditation sessions led by our certified team instructors at our on-site fitness/yoga studio.
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Zen Planner's 401(k) retirement plan matches 50% of an employees contributions up to 7% of their annual base salary.
    Company Equity
    Company equity is available for some Senior Leadership positions.
    Performance Bonus
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Up to 8 weeks of recovery leave at 100% of base pay to birth mothers. Up to 2 weeks of bonding time at 100% pay to new parents (including birth mothers) - adoption/surrogacy included.
    Remote Work Program
    Family Medical Leave
    Company sponsored family events
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Generous PTO
    Zen Planner offers flexible PTO with no accrual necessary.
    Paid Volunteer Time
    Sabbatical
    Zen Planner offers full-time team members a 4-week paid sabbatical leave for every 5 years of service from the date of full-time hire.
    Paid Holidays
    Perks & Discounts
    Beer on Tap
    Casual Dress
    Company Outings
    Free Daily Meals
    Zen Planner employees share in a free team lunch on Friday.
    Game Room
    Our game room includes Ping Pong, Foosball, Video Games, Darts.
    Stocked Kitchen
    Zen Planner has a stocked kitchen with healthy snacks, fruit, and organic coffee.
    Some Meals Provided
    Free weekly Friday lunches allow us to eat and hang out together. We also pass around the Kettlebell Award, a weekly peer-nominated recognition for doing great work.
    Happy Hours
    Parking
    Pet Friendly
    Recreational Clubs
    Fitness Subsidies
    In an effort to promote team-member health and wellness, Zen Planner provides a monthly fitness reimbursement of up to $100 to all team members. All fitness facilities are eligible.
    Professional Development Benefits
    Cross functional training encouraged
    Promote from within
    Time allotted for learning
    Zen Planner sets aside time for growth and learning, connecting our team members to the tools to drive their career, both in technical function and leadership development.
    Online course subscriptions available

    Additional Perks + Benefits

    Some of our favorite perks we enjoy include a dog-friendly office stocked with tons of free healthy snacks and organic coffee, a $100 monthly fitness reimbursement, free weekly lunches on Fridays, impact days where we volunteer for special projects in the community twice annually, and a paid 4-week paid sabbatical leave after 5 years of service, plus more!

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