We’re looking for a new Customer Success Manager to join our team. At the heart of our business are the great relationships we have with our customers. We’re looking for a highly motivated, people person to support our customers to make the most of what the ClubSpark platform can offer! If this sounds interesting and you’re up for the challenge, we’d love to hear from you
Our Customer Success Managers (CSM) are charged with creating a culture of partnership with our customers, acting as a trusted advisor and advocate. As a CSM at ClubSpark, you will work across all internal teams to ensure our customers receive a first class experience.
CSM’s at ClubSpark are an integral part and ultimately an extension of our customers team, working consultatively to drive growth in their key business metrics - when our customers win, we win.
At ClubSpark we pride ourselves on being global leaders in sports participation technology. Our CSM’s focus on adding real value to our customers, guiding with best practice and leveraging all of our expertise to help grow each sport we work with.
We are looking for a CSM to provide leadership and guidance in all areas of our customer relationships. This role is the conduit between our key functions, such as Product and Engineering, and our customers, ensuring high levels of customer satisfaction, retention, expansion and advocacy.
About you
- You are highly customer centric and always willing to go the extra mile to assist our awesome clients!
- Love to work with people and always take the collaborative path
- Can see the big picture but will deep dive in the detail to get things done
- Credible communicator and a great team player
- You are comfortable working remotely / flexible working options (we are happy to talk flexible working!)
- 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 to deliver clear and concise briefings to other members of the team
- Growth orientated individual who is always seeking out new opportunities to make progress
- Establish and maintain outstanding customer support practices
- Build and maintain excellent relationships with our key APAC customers, driving a consistent customer experience
- Develop, implement and manage procedures that optimise the customer experience
- Ensure partners and customers are receiving quality support, leading to a first class product experience
- Work with colleagues in marketing to plan and execute product launches, general releases and feature focused training sessions
- Establish and maintain expert user groups to improve end customer experience
- Contribute to overall success of our customers, including onboarding, configuration, product adoption, retention and growth. Lead and support our customers as the region’s product expert
- Become the region's leading expert of the ClubSpark platform
- Develop a deep understanding of our customers and how they engage with the ClubSpark platform
- Provide basic technical support to partners and customers where applicable, or work with the relevant teams to learn and understand use cases and impacts to communicate this to the partners and customers
- Provide training to customers and their stakeholders
- Educate customers on the flexibility and capabilities of the platform to grow the usage of ClubSpark within the region
- Coordinate closely with the Product and Project Management Team’s to ensure successful delivery of projects and new feature updates
- Escalate opportunities, challenges and roadblocks to internal stakeholders, coordinating a cross-functional effort to ensure timely attention to key activities
- Be the go to person for our APAC customers, enabling them to jump on opportunities and deal with challenges
- Increase our customers engagement with the platform
- Combining partner strategies and feedback, customer insights and subject matter expertise, analyse and identify best practice, and areas of further engagement with our partners
- Work with partners to determine the best way to use the ClubSpark product in the local market based on the business needs and strategies
- Identify opportunities to leverage in the sporting calendar to drive engagement of the ClubSpark platform
- Empower our customers to achieve their goals by leveraging solutions in our platform, while increasing usage and adoption rates
- Ensure our customers derive business value from the ClubSpark platform and are able to clearly quantify this to their internal stakeholders
- Monitor customers’ KPIs to drive the usage of our platform
- Objectively communicate customers’ needs to the Product team and help shape our product roadmap
- Devise and manage annual plans for each of our key APAC customers, including communicating priorities throughout our business
● Bachelor’s Degree (or equivalent experience)
● Minimum of 3 years’ experience in customer success within a SaaS environment (or comparable environment)
● At least 3 years experience in a customer facing role
● Customer centric attitude, always willing to help and finds it easy to build relationships. Takes personal pride in and responsibility for the success and satisfaction of their customers.
● Commercially savvy. Always thinking about how to add greater value in customer relationships.
● General knowledge or experience in direct sales/ marketing (B2B or B2C)
● Brings a positive, collaborative, team-oriented attitude.
● Embraces technology and platforms. Able to understand and articulate technical concepts & solutions at a high-level as well as at a tactical/functional level.
● Excellent communicator. Excels in written, phone, and in-person communications. Enjoys presenting and meeting new people.
● Analytical thinker. Uses data and insights to drive plans and actions.
Great if you also have:
● Interest in or previous experience of working in Sports domain
● Previous experience of working across a global company
● Previous experience working in a Tech startup environment
Benefits:
● Competitive Salary (dependent on experience) / 26 days paid annual leave / superannuation 9.5% of salary / Life assurance / Opportunities to grow and learn
● Remote working / flexible working options (happy to talk flexible working)
● Join a friendly and committed team who value growth, effort, health and having fun!
Applicants may be shortlisted and contacted prior to applications closing.