Customer Success Manager
- 401(k)
- Employee discounts
- Free uniforms
- Customer Engagement and Retention: Implementing strategies to ensure timely agreement renewals by customers across all locations, focusing on reducing attrition rates. You will also be responsible for evaluating and potentially introducing additional customer programs to complement existing initiatives like Flex Points, chalkboard acknowledgment, and gifts.
- Active Member Outreach: Proactively ensuring that all members are contacted to promote at least one stretch session per month, catering to their membership benefits unless prevented by illness or vacation. This initiative is vital for maximizing member engagement and utilization of services.
- Outbound Communication: Overseeing outbound communication efforts to ensure that our teams meet or exceed the monthly goals set for each studio in terms of new customer acquisition. This includes managing the volume of outbound calls to achieve or surpass the target number of demos and customer interactions as established.
- Inbound Communication Management: Ensuring all forms of inbound communication, including calls, voicemails, texts, Google reviews, and emails, are addressed promptly and effectively to maintain high standards of customer service.
- Customer Support: Providing comprehensive assistance to customers, including resolving issues, collection processes, processing payments, fostering relationships, and identifying upselling opportunities when appropriate.
- Training and Compliance: Guaranteeing all studios adhere to Stretch Zone’s training schedule through quarterly virtual sessions, and ensuring staff compliance with timekeeping protocols.
- Marketing and Communication: Managing the execution of email campaigns, social media posts (SOCI), and the display of up-to-date marketing materials in every studio to support brand visibility and customer engagement.
- Operational Audits and Administration: Facilitating annual audits, contributing to payroll processes, and participating in the hiring and onboarding of new staff, including coordinating training-related travel.
- Local Engagement: Encouraging each studio to maintain an active presence in the community through participation in external events, targeting at least one event per month or a minimum of one per quarter.
- Team Leadership: Leading and developing a dedicated team, including a Business Development Associate and Customer Success Associates, to achieve and exceed set objectives through effective leadership and strategic direction.
- Ensures SOPs, Work Instructions, policies and processes are followed
- Leader in Service and Education: Coaches other team CSR’s in order to continually improve the services and nurtures an environment where the team can excel through encouragement and empowerment. Responsible for continuous improvement of processes, policies, and procedures.
- We have 6 locations that this role will be responsible for visiting at Regional Managers direction. All are in Montgomery County, MD or Northern Virginia. Reliably commute or planning to relocate before starting work (Required)
The ideal candidate will have a friendly and easy going personality while also being very perceptive and disciplined. Competence in dealing with complaints and giving information as well as a customer-oriented approach are essential.
Stretch Zone Is the world's leading source and educator for todays advanced practitioner-assisted stretching, Build to provide performance enhancement modalities for health practitioners, massage therapists, trainers and athletes alike, Stretch Zone Method is a proven course of innovative stretching techniques.
Flexible work from home options available.
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Stretch Zone® is a revolutionary movement in the health, wellness and fitness industries focusing on practitioner-assisted stretching. This proprietary program of stretching uses patent pending equipment, together with specific protocols to work ...
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