ABC Fitness

Customer Support

• Partner with the SVP of Customer Support to define and execute the long-term strategy for a modern, AI-enabled global support organization
• Lead the development and execution of an AI adoption roadmap across self-service, agent assist, and support workflows
• Translate customer experience and operational goals into prioritized transformation initiatives leveraging AI and automation
• Serve as executive sponsor for AI-driven initiatives, ensuring alignment between business objectives, technology teams, and delivery outcomes
• Establish success metrics and operating rhythms to measure the impact of AI on customer experience, efficiency, and quality
• Drive end-to-end transformation across global support operations, including call centers and digital support channels
• Lead organizational change, including new workflows, agent enablement, and leadership readiness
• Partner cross-functionally with Technology, Data, Product, and Compliance to deliver scalable and compliant solutions
• Ensure responsible, ethical, and compliant use of AI in customer interactions
• Influence vendor strategy and investment decisions related to contact center and AI platforms
• Represent Customer Support strategy, transformation progress, and outcomes in executive forums

Vice President, Customer Support Strategy – Transformation

Sales Operations Manager

• Own Commercial Reporting & Performance Visibility
• Take primary ownership of core commercial reporting across bookings, pipeline, conversion, productivity, attainment, and forecast accuracy
• Build and maintain executive-level dashboards and reporting frameworks
• Ensure a single source of truth across Sales performance metrics
• Drive consistent KPI definitions across Sales, Marketing, and Finance
• Surface trends, risk signals, and performance gaps proactively
• Own Forecast Governance & Revenue Modeling
• Own weekly forecast cadence and pipeline inspection processes
• Build and maintain revenue forecasting models and scenario analyses
• Conduct variance analysis and identify risk drivers early
• Improve forecast accuracy and reduce variability quarter over quarter
• Drive Territory Planning & Capacity Modeling
• Design and refine territory segmentation and account distribution models
• Partner with Sales leadership to optimize coverage and balance opportunity
• Build capacity and productivity models to inform quota setting and headcount planning
• Conduct white-space and market opportunity analysis
• Continuously evaluate territory performance and recommend adjustments
• Own Sales Tech & Systems Effectiveness
• Serve as primary owner of Salesforce effectiveness and data integrity
• Ensure adoption and optimization of core sales tech stack
• Identify workflow inefficiencies and implement scalable system improvements
• Maintain clear process documentation and lifecycle governance standards
• Partner with cross-functional stakeholders on system enhancements and automation
• Strengthen Sales Process & Operating Discipline
• Design and refine scalable sales processes across segments
• Maintain rules of engagement and territory governance frameworks
• Support launch readiness for new products and pricing
• Improve CRM hygiene and compliance standards

Customer Success Manager

• Work closely with customers to understand their business goals and objectives, ensuring ABC’s solutions are embedded into their teams’ daily workflows, generating positive ROI, and increasing lifetime customer value for ABC Fitness
• Serve as a trusted partner to customers on use cases and product functionality
• Create customer-facing deliverables (presentations, business process enhancements, strategy recommendations, reporting, and updates) tailored to a diverse set of stakeholders, from senior executives to end users
• Establish strong relationships with decision-makers and key influencers within each account in your portfolio
• Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
• Forecast, identify risk, and maintain strong renewal rates while driving expansion in partnership with the Account Executive team
• Clearly communicate and manage risk, proactively resolving issues while minimizing customer churn
• Partner closely with customers and internal teams to maintain visibility into product performance and customer feedback
• Build customer advocates who will serve as references and share success stories in ABC events and content
• Ensure a strong internal closed-loop process for all customer projects and inquiries, including adherence to quoted timelines
• Maintain a clear understanding of portfolio metrics, including Health Score, Net Promoter Score (NPS), CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate

• Own Sales Onboarding & Ramp Performance
• Design and evolve onboarding programs for SDRs and AEs
• Define ramp milestones tied to activity, pipeline creation, and bookings
• Track time-to-productivity, first meeting, and first deal metrics
• Continuously refine onboarding programs based on performance data
• Improve Pipeline Creation & Conversion
• Partner with Sales Ops and Revenue Intelligence to identify funnel gaps
• Build targeted enablement programs to improve stage progression and win rates
• Reinforce qualification standards and SDR → AE handoffs
• Strengthen discovery, positioning, and deal execution across the funnel
• Drive Sales Readiness & Execution
• Lead readiness programs for new products, pricing changes, and GTM motions
• Equip teams with messaging frameworks, competitive positioning, and objection handling
• Ensure consistent adoption of sales processes, tools, and best practices
• Enable Front-Line Managers
• Develop coaching frameworks and inspection guides
• Embed enablement into forecast and pipeline review cadences
• Support leaders in driving deal quality, pipeline discipline, and execution consistency
• Standardize Sales Plays & Execution
• Build and maintain playbooks for pipeline generation and deal progression
• Define best practices for outbound, inbound conversion, and late-stage deal strategy
• Create repeatable, scalable sales motions across segments and regions
• Measure Impact & Continuously Improve
• Track ramp speed, pipeline creation, conversion rates, and win rates
• Tie enablement initiatives directly to pipeline and revenue outcomes
• Continuously refine programs based on performance insights and data

Sales Enablement Manager

Onboarding Specialist

• Support customers through their Onboarding journey by driving product adoption, engaging key stakeholders and using a consultative, value driven approach to guide customers through their initial Glofox setup.
• Establish and maintain strong relationships with clients to identify needs and set appropriate expectations and objectives.
• Manage scope, timelines, and define roles and responsibilities to ensure all onboarding milestones are met.
• Collaborate with the Technical Implementation team to ensure successful migration of customer data during the setup phase of the journey.
• Act as a product & industry champion, leveraging known & learned best practices to provide exceptional support during the onboarding phase.
• Work with Sales team to understand key value drivers for newly signed customers and facilitate a smooth transition into the post-sale structure.
• Identify and escalate risks and work with leadership and other cross functional teams to overcome any barriers to onboarding.

Onboarding Manager

• Build trust and long-term relationships with all customers in your portfolio
• Support customers across multiple geographies and time zones
• Manage and guide onboarding and implementation, including training and technical account setup
• Lead business operations discovery during onboarding to ensure strategic account configuration; partner with technical teams to deliver customized solutions
• Collaborate with Sales, Product, and internal stakeholders to drive success across the customer lifecycle
• Identify opportunities to grow portfolio revenue
• Monitor account health, flag risks, and surface growth opportunities; deliver consistent and meaningful business reviews to key stakeholders
• Develop and execute customer success plans
• Capture and share customer success stories and measurable business outcomes
• Demonstrate product capabilities and business impact to customers
• Serve as the primary escalation point, triaging issues and driving resolution across teams
• Directly manage escalated support tickets
• Maintain accurate customer and product usage data in CRM and engagement platforms
• Provide structured product feedback and feature recommendations to the Product team
• Prepare and deliver executive business reviews
• Mentor new hires and junior team members
• Support ad hoc projects and cross-functional initiatives across Glofox teams

Project Manager

• Lead discovery sessions with new clients to understand their business model, gather detailed requirements, and define onboarding success metrics.
• Use this information to develop and manage comprehensive project plans, including timelines, milestones, risk mitigation strategies, and documentation of evolving client needs to ensure transparency, alignment, and a successful onboarding experience.
• Gather all required documentation, coordinate internal workflows, and align resources to keep things moving smoothly.
• Collaborate with cross-functional project teams internally and with third party vendors to ensure deliverables are met and that all stakeholders are aligned throughout the project.
• Conduct project status meetings, champion accountability across departments, and provide regular progress updates to leadership and clients.
• Serve as a partner to clients, helping them navigate system adoption, configuration, and training in a way that aligns with their goals.
• For projects involving data conversion, take ownership of understanding the client’s current system(s), or processes, and investigate incoming data for accuracy and completeness.
• Using Excel or other tools to perform data analysis, validate conversion accuracy, and compare post-conversion results with client expectations.
• Oversees client training and customer visits for assigned projects, delivering enablement materials, assisting with training sessions, and ensuring clients are empowered to manage their systems confidently.
• Own the review and training of financial reporting post-billing, ensuring the client understands how to access, interpret, and use ABC reports effectively.
• Take ownership of escalations and complex issues, drive resolution independently, and ensure outcomes support long-term client success.
• Contribute to the ongoing improvement of onboarding processes by sharing project insights, enhancing workflows and templates, and supporting team development through mentorship and knowledge-sharing.
• Stay current on ABC platform functionality to serve as a product expert during onboarding and guide clients toward full adoption.

Onboarding Implementation Project Manager

People Operations

• Act as the senior People Partner to leaders across all Go to Market functions, providing strategic counsel on organizational effectiveness, leadership, talent, and team performance.
• Build trusted relationships with executive leaders and influence key people and org decisions with credibility, judgment, and business acumen.
• Lead GTM-focused org design, workforce planning, and change management efforts in support of company growth and evolving business priorities.
• Partner with leadership to assess and shape team structures across Sales, Revenue Operations, Onboarding, Customer Success, and Marketing.
• Coach C-suite and senior executives on leadership effectiveness, team health, organizational design, and performance management.
• Guide complex global employee relations and performance matters with sound judgment, consistency, and a practical solutions-oriented approach.
• Use people analytics, business metrics, and organizational insights to diagnose issues, identify trends, and inform recommendations.
• Partner closely with Talent Acquisition and People Experience to drive aligned, high-quality people outcomes across the supported functions.
• Lead and develop a small HRBP team, including two direct reports, while helping elevate the broader HRBP function toward more strategic partnership.
• Identify opportunities to simplify work, improve scale, and increase effectiveness through AI tools, automation, and smarter people processes.

VP, People Partner – HRBP

Account Manager

• Lead and scale global payment operations across merchant onboarding, disputes/chargebacks, reconciliation, settlements, and payouts
• Manage and expand strategic partnerships with PSPs, banks, and fintech providers, including commercial negotiations and performance optimization
• Build and lead a high-performing global team, establishing KPIs, SLAs, and a culture of operational excellence
• Deploy AI/automation use cases such as dispute management, exception handling, reconciliation matching, onboarding risk assessment, anomaly detection, and payment failure recovery
• Oversee global funds flow, ensuring accuracy, timeliness, and strong financial controls across reconciliation, settlements, and reporting
• Own chargeback and dispute strategy, improving prevention, win rates, and compliance with card network rules
• Optimize merchant onboarding to deliver a seamless, compliant, and scalable experience across global markets
• Develop real-time monitoring, alerting, and incident response capabilities through a centralized payments command center
• Drive payment performance improvements (authorization rates, routing, cost of acceptance) through data, analytics, and partner strategies
• Partner cross-functionally with Product, Engineering, Finance, Risk, and GTM teams to align payments strategy with company growth and platform evolution

Vice President, Payment Operations – Partnerships

Pricing Analyst

• Gestionar el control y la validación administrativa de las ventas en LATAM.
• Verificar los datos de registro de los clientes.
• Crear, enviar y hacer seguimiento de contratos.
• Dar seguimiento a la facturación y a los pagos del contrato.
• Trabajar en conjunto con el equipo de Onboarding.
• Actuar como punto de contacto del cliente para temas administrativos.
• Actualizar, emitir y enviar boletos o cobros.
• Realizar gestiones de cobro de forma organizada.
• Garantizar que todas las ventas estén correctamente registradas.

Analista Comercial – LATAM

AI Engineer

• Work cross-functionally with Product/Design to translate ambiguous problems into measurable outcomes and shippable iterations.
• Lead the estimation of work at the quarterly level.
• Provide alternative solutions and negotiate with Product Management.
• Build and ship LLM-powered product capabilities end-to-end: APIs, orchestration logic, integrations, and production rollouts
• Design and implement agentic workflows (tool use, planners/routers, multi-step reasoning, handoffs, memory/state management) using modern orchestration frameworks (e.g., Lang Chain/Lang Graph-style)
• Develop strong prompting + context engineering practices, including prompt versioning and experimentation (e.g., A/B testing approaches)
• Build evaluation harnesses for LLM apps: curated test sets, automated checks, offline/online metrics, human review loops, and regression gates for changes
• Collaborate with platform/infra teams to deploy on AWS, ensuring reliability, security, scalability, latency, and cost controls
• Be an active participant in the day-to-day agile activities of the team including sprint planning, daily standups, sprint reviews, and retrospectives
• Instrument systems for observability (quality, latency, token/cost, errors) and create feedback loops to improve model+system behavior over time
• Develop high quality solutions; leads the creation of new standards, patterns, and best practices
• Write architecture & design documentation for new products, systems, and patterns
• Review the work of teammates to ensure quality and adherence to system architecture and best practices; identify where new designs will require architectural changes
• Mentor junior developers to grow their skills
• Troubleshoot and resolve complex and highly escalated customer/QA found issues in a timely manner
• Experiment with new technologies that can enhance our tech stack. Provide new technology insights to remainder of development team.
• Lead the implementation of development process improvements that add efficiency for the entire development team
• Participate in build vs. buy analysis and complex decision making
• Conduct regular, self-guided study to stay current on new and existing technologies
• Participate in the hiring process and technical screens with an aim of attracting and hiring the very best engineers; work to expand the onboarding efficacy and vision
• May represent the team through presentations to other company departments and customers

Principal AI Engineer

Frontend Engineer

• Design and build web applications using TypeScript, JavaScript, React.js, jQuery, HTML, and CSS
• Collaborate with cross-functional team members to design, develop, test, and ship new features
• Participate in code reviews and assist with pull/merge requests
• Work with senior developers to break down tasks and provide effort estimates
• Identify bottlenecks, troubleshoot issues, and fix bugs
• Help maintain code quality, organization, and automation processes
• Integrate front-end applications with RESTful APIs and back-end services

Front-End Developer Intern

• Maintain a strategic plan document or dashboard summarizing top client priorities and major workstreams.
• Track and report overall status using standardized health indicators (Green / Yellow / Red) based on progress and risk across deliverables.
• Facilitate monthly or quarterly strategic reviews with Client Success and executive stakeholders.
• Identify cross-functional risks, dependencies, and blockers, and escalate to appropriate owners or leadership.
• Ensure accountability across contributing teams to maintain momentum on client priorities.
• Partner with Client Success to validate priorities and ensure business context and client sentiment are reflected in updates.
• Develop and maintain detailed project plans, timelines, and milestones.
• Facilitate project kickoffs and ongoing stakeholder alignment.
• Track deliverables, risks, issues, and dependencies across teams.
• Provide structured status reporting to sponsors and stakeholders.
• Manage scope, schedule, and risks using defined governance and escalation processes.
• Ensure formal project closure, including documentation of outcomes and lessons learned.
• Apply consistent governance, reporting, and communication standards across all work.
• Support prioritization and sequencing discussions using capacity, risk, and timing insights.
• Provide executive-ready updates that support timely decision-making.
• Strengthen collaboration between Client Success and delivery teams.
• Continuously improve PMO processes, tools, and templates to support scalable execution.

Vice President, Customer Support Strategy – Transformation

Sales Operations Manager

Customer Success Manager

Sales Enablement Manager

Onboarding Manager

Customer Success Manager

Onboarding Implementation Project Manager

VP, People Partner – HRBP

Vice President, Payment Operations – Partnerships

Analista Comercial – LATAM

Principal AI Engineer

Front-End Developer Intern

Senior Project Manager