Overview
Wellness Education & Customer Success Specialist Jobs in WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at SE Active
Title: Wellness Education & Customer Success Specialist
Company: SE Active
Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job Overview :
As a Wellness Education & Customer Success Specialist, you will play a key role in elevating Technogym’s brand experience through impactful education, customer engagement, training excellence, and relationship management. You will work closely with internal teams, partners, trainers, and customers to drive product adoption, customer satisfaction, and long-term engagement with Technogym’s wellness ecosystem.
This role combines elements of wellness education, customer success, account support, coaching, community engagement, and event coordination. You will empower internal teams, B2B partners, and end consumers with in-depth product knowledge and training support, while also building strong customer relationships and a network of certified personal trainers and wellness advocates.
You will serve as a key point of contact in ensuring customers receive a seamless experience throughout their journey — from onboarding and training to ongoing engagement and retention. Through proactive support, product education, and community activation initiatives, you will help customers maximize the value of Technogym solutions while strengthening brand loyalty and advocacy.
The ideal candidate is passionate about fitness, wellness, and customer experience, with strong communication and interpersonal skills. You are a confident trainer and relationship builder who thrives in dynamic environments, enjoys engaging with diverse audiences, and is committed to delivering exceptional education and customer experiences across markets.
Responsibilities:
1. Internal Product Education & Sales Enablement
- Lead ongoing product education and training initiatives for the sales team throughout the year.
- Ensure all sales team members complete Technogym’s product storytelling assessments and maintain a minimum performance score across all products.
- Identify underperforming team members and conduct targeted coaching and training sessions to strengthen product knowledge and storytelling capabilities.
- Maintain a minimum personal product knowledge rating, as assessed by the Regional Education & Training Manager, to qualify for delivering storytelling assessments.
- Develop and update training materials, user guides, and educational resources to support internal product learning and customer engagement.
2. Customer Onboarding, Training & Success Management
- Support the onboarding of new customers by guiding them through product setup, training, and adoption to ensure a smooth customer experience.
- Conduct quarterly product refresher trainings and ongoing educational sessions for key account clients in collaboration with their internal training managers.
- Coordinate and deliver on-site product training during new equipment installations, ensuring all facility staff receive relevant training materials via the Technogym Trainer Portal.
- Facilitate post-delivery product education sessions for home customers. Where required, coordinate with certified freelance personal trainers from the Technogym training network to deliver training sessions.
- Create and implement customer success plans that outline customer goals, milestones, adoption strategies, and engagement initiatives.
- Educate customers on product features, capabilities, and best practices to maximize product utilization and long-term value.
3. Customer Relationship Management & Retention
- Build and maintain strong relationships with customers to understand their operational needs, business goals, and challenges.
- Proactively engage customers through various communication channels to monitor satisfaction, gather feedback, and support ongoing success.
- Monitor customer usage and adoption trends to identify at-risk accounts and implement retention strategies.
- Support account management activities, including license renewals to drive customer retention and long-term account success.
- Address customer concerns, issues, and escalations promptly while coordinating with internal stakeholders to ensure effective resolution.
- Identify and develop customer advocates for testimonials, referrals, case studies, and community engagement opportunities.
4. Trainer Network Development
- Expand and manage the Technogym-certified personal trainer network through onboarding, certification, and ongoing engagement initiatives.
- Ensure certified trainers remain up to date with the latest Technogym products, training methodologies, and wellness solutions.
- Maintain the quality and consistency of training standards through regular assessments, refresher programs, and recertification initiatives.
5. Community Engagement & Wellness Events
- Collaborate with frontline managers and the marketing team to identify and engage relevant fitness and wellness communities.
- Establish partnerships with coaches, medical professionals, wellness experts, influencers, and other industry stakeholders to support wellness initiatives and community outreach.
- Plan and execute community-focused events, workshops, clinics, and wellness activations with clearly defined KPIs to measure engagement and impact.
- Represent Technogym as a wellness and product ambassador during events, training sessions, and customer engagements.
6. Reporting, Analytics & Continuous Improvement
- Track and report key performance indicators (KPIs) related to customer satisfaction, training effectiveness, customer retention, engagement, and revenue growth.
- Collect and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Work closely with sales, marketing, after-sales, and regional teams to ensure a seamless and consistent customer journey.
- Stay updated on industry trends, customer success best practices, and Technogym product developments to continuously improve training delivery and customer engagement strategies.
Requirements:
- Bachelor’s degree in Sports Science, Exercise Physiology, Kinesiology, Physiotherapy, or a related field.
- 3–5 years of experience in fitness education, personal training, customer success, business development, consultancy, or a similar client-facing role.
- Strong presentation and training delivery skills — able to engage, educate, and inspire diverse audiences including sales teams, fitness professionals, and customers.
- Proven experience in conducting workshops, seminars, or product training sessions in a professional setting.
- Ability to build rapport and credibility quickly with internal stakeholders (e.g., sales team) and external clients.
- Confident and polished communicator with excellent interpersonal skills and professional presence.
- Comfortable working independently and cross-functionally, with strong organizational and time management skills.
- Tech-savvy with the ability to navigate digital platforms for training, communication, and certification delivery.
- Passionate about fitness, wellness, and the Technogym philosophy of lifestyle transformation through movement.
- Certification as a personal trainer or fitness instructor (e.g., ACE, NASM, NSCA) is a strong advantage.
- Prior experience in a premium brand environment or wellness tech company is a plus.
- Proven ability in customer success, account management, consultancy, business development, or pre-sales support roles preferred.
- Strong customer-centric mindset with a focus on onboarding, engagement, retention, and long-term relationship building preferred.
