Customer Success Specialist

Description

FLSA Status: Full-time, Non-Exempt

Supervisor: Vice President, Member Experience

Position Summary

The Customer Success Specialist will work closely with the VP of Member Experience to conduct direct outreach with "at risk" members across acac's clubs. The Customer Success Specialist will be responsible for direct member outreach, engagement and proactive problem solving.

Responsibilities

• Proactively engage with members through direct outreach across the 8 flagship acac club locations
• Improve member retention through email correspondence and phone calls to troubleshoot and educate
• Collaborate with club team members to investigate members concerns, document findings and provide reports to support improvement in member experience
• On a weekly basis, pull data from the retention software to determine the "at-risk" members to contact
• Manage the requests for cancellation submitted to account services with a goal to retain the member
• Develop and maintain a knowledge base of club-specific events, offerings and potential concerns

Requirements

Qualifications

• 1-2 years of Customer Success experience with special attention to retention
• Proven ability to track projects and deliver results
• 1-2 years of member facing experience
• Comfortable with a high volume of direct to member calls and emails
• Proven ability to identify and resolve member issues effectively and efficiently
• Demonstrated ability to manage multiple priorities and work independently

Physical, Environmental & Schedule Requirements

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards as well as sitting for prolonged periods of time.

Affirmative Action/EEO statement

acac is an equal opportunity employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice