Remote Account Manager

About Hapana

Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like F45, Gold’s Gym, BFT, STRONG Pilates, Vive Active, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries.

We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up. Bring ideas, passion, and creativity to the role, and you’ll fit right in.

Job Summary

At Hapana, client relationships are our top priority. As a dedicated and personable account manager, you will maintain client accounts and serve as the primary point of contact. Your passion for helping others and commitment to providing exceptional customer service will be key to your success in this role.

Key Responsibilities

• Serve as the trusted point of contact for our portfolio of clients, from the start of the customer journey through to onboarding, product implementation, business reviews, and renewals
• Build and maintain strong relationships with assigned customers to foster long-term partnerships, while also gaining an understanding of their business needs and challenges.
• Oversee a variety of projects, including new feature rollouts, site expansions, and day-to-day operations
• Manage and grow our existing portfolio of accounts, cross-selling and up-selling our Fitness Business Management solutions
• Represent Hapana at brand conferences and other events (occasional travel required)
• Identify and mitigate risk factors that could affect customer renewals
• Expectation to participate in early morning meetings multiple times a week for team collaboration, leadership updates, ongoing education as well as occasional late meetings to align with other global time zones.
• Manage crisis situations by triaging issues, strategizing either independently or with teams to develop action plans, executing solutions, and keeping the customer informed throughout the process, all while maintaining composure under demanding situations.
• Prepare and present monthly business reviews to management and key stakeholders
• Periodically survey customer satisfaction and report findings to leadership.
• Manage and maintain tickets through the ticketing system to ensure timely resolution of client issues
• Utilise available reports to analyse trends and identify opportunities for improvement, while also helping clients understand these reports to facilitate their own decision-making.

Qualifications & Requirements

• Proven experience in the health and fitness industry with a familiarity with the boutique space is preferred
• A preference for those with additional experience with SaaS products, account management experience and/or payment processing
• Proficient in audits, spreadsheets, and other productivity software.
• Intermediate proficiency in standard technology tools like G-Suite, MS Office, and Zoom, especially MS Excel
• Ability to quickly adapt to new technology
• Strong project management and relationship-building skills
• Demonstrated ability to multitask and manage multiple projects simultaneously
• High attention to detail and strong organisational skills
• Basic understanding of data analysis and ability to interpret key business metrics
• Ability to work autonomously when required
• Proactive approach in identifying process improvements and efficiencies
• Excellent written and verbal communication
• Committed to being a strong advocate for clients and dedicated to delivering an exceptional customer experience.
• Discernment. The intuition to know when to investigate and when to escalate.

If you have the experience, happy to wear multiple hats we want to hear from you. We thank you in advance for taking the time to apply, please note that only shortlisted candidates will be contacted for an interview. No recruitment agencies please.