Client Onboarding and Engagement Specialist (Tennis/Sports)

Our Company

Clubspark is a global leader in sports technology and growing rapidly! With teams in the US, UK and Australia, we are on a mission to help people discover sports and activities for better, healthier lives and communities. It’s an exciting time to join us!

The Clubspark platform supports venues and coaches in sports including tennis, football (soccer), cricket, squash, triathlon and athletics. Our global clients include some of the most famous sports organizations in the world like USTA, Tennis Canada, Tennis Australia, Tennis NZ, the LTA, the ITF, the ITA and many more.

About the Role

As someone passionate about sports, Tennis in particular, and technology, you will be charged with creating a culture of partnership with our clients, acting as a trusted advisor and advocate. The role will have two clear focus areas; growth and service.

You will work directly with our partners and/or their customers to onboard and grow the user base, as well as optimize and improve the usage and engagement of the platform with existing customers. You will also be fundamental to the growth of our product within the region, providing a strong level of detail to prospective clients on how our tools can help them achieve their objectives.

You will focus on supporting our partners with more complex queries and issues, as well as a small number of day-to-day customer email enquiries, looking to resolve or escalate both in a timely and friendly manner. You will become a product expert and the go-to person in the region for an in-depth understanding of the platform.

About You

• Highly customer-centric and always willing to go the extra mile to assist our awesome clients!
• Can see the big picture but will deep dive into the details to get things done
• Love to work with people and always take the collaborative path
• Outstanding communicator and a great team player
• Always learning, staying relevant and offering your ideas, insight and tips
• You will have a keen eye for detail and be able to work through highly complex processes
• A growth-oriented individual who is always seeking out new opportunities to make progress

Key Responsibilities

• Act as the primary contact for new clients, answering questions, and keeping them engaged
• Provide detailed directions on how to get started with product implementation
• Advocate for clients by capturing and sharing feedback
• Consult with clients to resolve product issues during the introduction process
• Demonstrate or troubleshoot features through scheduled calls and/ or video meetings
• Monitor setup progress on accounts and provide guidance on next steps
• Conduct Company presentations and product demonstrations
• Understand client context and goals and provide product information to best serve their goals
• Educate clients to optimize their setup for the smoothest path to success
• Improve product adoption, customer retention, and help to foster a positive client relationship that creates a loyal client base
• Develop and keep up to date comprehensive onboarding guides, user guides, FAQ’s and training materials
• Conduct presentations/ training sessions on the Serve Tennis platform features and functionalities
• Collaborate with cross-functional teams to address technical issues and provide solutions
• Outreach to prospective clients, building a pipeline of opportunities to drive platform growth
• Proactively reach out to clients to ensure they are maximizing the benefits of Serve Tennis
• Organize webinars or workshops to educate users on advanced features and best practices
• Gather client feedback and insights to contribute to product improvement
• Maintain high levels of client satisfaction
• Collaborate with the product development team to communicate user needs and suggest enhancements based on on client input
• Assist clients will inquiries and support requests

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Great if you also have

• Previous B2B sales experience
• Knowledge and previous use of Zendesk
• Knowledge and previous use of Hubspot
• Knowledge and previous use of JIRA
• Familiarity with sports technology and software platforms
• Interest in or previous experience working in Sports
• Knowledge of competitive tennis and competition
• Previous experience working across a global company
• Previous experience working in a Tech scaleup environment
• Bachelor's degree (or equivalent experience)
• Previous experience working in a software company
• Previous experience working in tennis

Benefits

We are committed to making Clubspark a fantastic place to work and we go to great lengths to support our health and wellbeing, giving you what you need to succeed. You will receive:

• 20 days holiday + public holidays
• Healthcare benefits (pro-rata)
• 401(k) with employer matching contributions
• Life assurance
• ‘Get Active Scheme’ annual allowance (for you and/or your children)
• Mental Health Sick Day Policy – good mental health is just as important as our physical health!
• Flexible working options / remote working
• Opportunities to learn and focus on your career growth
• A focused, friendly, and rapidly growing environment where your input and well-being (for you and your family) come first

The company is not offering immigration sponsorship for this role.

Further questions and/or application (resume and cover letter) to

Applicants may be shortlisted and contacted prior to the application process closing.

Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We participate in E-Verify.

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• No recruitment agencies please
• Please attach a copy of your CV/Resume, covering letter and a link to your portfolio (if you have one). If you would like an informal chat about this role please email your contact details.