As Virtuagym keeps on growing, we are now looking for a new face to complement our Medellin Client Succes team. As an International Onboarding Consultant in Medellin Client Success team, you will be responsible for welcoming new and returning clients, providing them with customized and comprehensible onboarding, driving reduction in fresh churn, and increase in TTV achievement. You'll be successfully managing your client portfolio, and subsequently contributing to your team’s success KPIs; building a strong relationship with your coworkers within and outside of your own department. Will you join us in our quest to create a healthier and happier world?
This role of an International Onboarding Consultant is based in our Medellin office and is a full-time (40 hours) position. We are a remote-friendly company, meaning you can work from home or any location you prefer.
Virtuagym is a leading and fast-growing innovator in the digital health and fitness domain, offering a Software as a Service solution and multiple native apps to users worldwide. We offer coaching and management solutions for trainers, studios, clubs and corporate wellness, all with the vision to make the world a healthier and happier place.
Virtuagym is an ambitious, passionate and multicultural team of talented people who want to create a healthier world for all. We believe in teamwork, challenging each other, being bold and adventurous, working lean, taking care of each other and sharing success. As a scale-up, we embrace our diversity, international character, and our flat hierarchy that promotes great freedom, taking ownership, and making a true impact. Our talented staff of 175+ employees are based out of two locations: Amsterdam, NL, and Medellin, CO.
Every day with us will be an opportunity to cultivate and evolve your personal and professional skills, as well as to make a significant impact on a global scale. Here, at Virtuagym, we are not just colleagues, we are friends, willing to help and support each other. By joining us, you become a part of a joyful and energetic team.
What this role looks like
Key focus of this role is to provide our clients with excitement and drive to take their business to new heights! You are the first face they will see upon becoming a member of the Virtuagym family and we never get a second chance at first impressions - our Onboarding team works hard to make that impression a good one! That means not just excellent customer service but also a great customer experience! We are dedicated to making the difficult transition as easy, inspirational, and fun as possible so the client goes on to have a happy, long-lasting relationship with Virtuagym months and years after their initial onboarding. That is where YOU come in!
With a small team of caring and fun colleagues, spearheaded by your very own Team Lead, you will be on the front lines of the client journey. And as a part of a larger overall team of specialists and support consultants, you will continue your contribution not only to the clients in our market but to the overall team and Virtuagym family!
Some of your key tasks as an International Onboarding Consultant
Onboard new clients into the VG system
Ensure that the clients meet company-set and their own milestones within the pre-agreed timeline
Find ways to adjust the system to reflect the client's business model and needs in the most successful way
Troubleshoot, escalate, and set up necessary conversations when roadblocks are encountered
Proactively seek knowledge in the fitness industry (business management), new trends and be aware of any rising concerns (such as new Covid lockdowns or natural disasters)
Dealing with churn risks, cancellations, and license questions
Investigating and resolving system issues and bugs in collaboration with the product department;
Answering customer inquiries efficiently and effectively over email, phone calls;
Developing customer relationships that promote retention and loyalty through superior product and industry knowledge;
Mentoring and coaching other Consultants to expand their overall product knowledge and capabilities in managing clients, including leading internal trainings.
What you will bring to the CS Medellin team
Tech-savvy, a critical and logical thinker;
Structured, organized, with good time management and attention to detail;
Strong written and verbal communication skills in English (native or near-native), Spanish is a plus but not necessary;
Confident and likes a challenge;
Outside of the box thinking;
Great at following instructions and processes, an educator!;
Positive attitude and great energy;
A team player;
Loves to learn new things and always looks for opportunities to improve;
Prior experience in SaaS CS is a must (this is not a call center position!).
Important note: please do apply if you meet 80%+ of the criteria. At Virtuagym we hire great people, not just resumes. If you can't check off a few requirements but are a fast learner, we’d love to hear from you!
Here’s why you should come work with us
Next to being inspired daily by talented and motivated colleagues and having plenty of opportunities for personal and professional growth, these are the main Virtuagym perks:
Join one of the fastest-growing SaaS scale-ups within the awesome fitness tech domain!;
Join a diverse and international team made up of over 30 nationalities, working in an informal and fun environment;
We are remote-friendly: with our hybrid working policy you can work from home, the office or any other location you want - we provide your home office set-up;
We provide 30 holidays per year (incl. national holidays and based on a full-time contract), a training budget, home internet contribution and a pension plan;
The opportunity to grow fast within the company, including a lot of support from the management team and the opportunity to keep developing yourself;
Stay healthy with our Gym & Health benefits: we provide a great package to choose from a wide range of gym options including a monthly contribution towards your gym subscription, free video-on-demand workouts and regular health coverage;
We love to learn: join our knowledge exchange sessions, Lunch & Learn sessions for personal development, the Virtuagym Circle and more;
You will be part of a joyful and passionate team, where we share and celebrate success together and organize awesome company events.
Ready to join us?
Please do not hesitate to apply by clicking the ‘Apply for this Job’ button below! We will get back to your application within 10 working days. For any questions on the vacancy, please get in touch with the recruitment team at email@example.com.
The hiring process
The hiring process for this role consists of:
Initial pre-qualifier tasks and tests;
1st interview with the Team Leads of both Onboarding and Support team;
2nd interview with the Head of Onboarding and Support in Medellin office;
3rd (and final) interview with the CS Director/Medellin Office Manager.
* Please note that we do not collaborate with third parties to fill this vacancy, so third parties are kindly asked not to contact us about this role.