Customer Success Manager (NOW CLOSED FOR APPLICATIONS)

We are looking for a Customer Success Manager to join our incredible team.

• Salary: Starting from £37k (depending on experience)
• Application Deadline: NOW CLOSED FOR APPLICATIONS
• Location: Sheffield, UK (on-site)

How to apply:

Simply send your CV and covering letter to explaining why you would be a good fit for the role.

STRICTLY NO AGENCIES.

This role will see you play an important part in the growth of the business as a member of the Customer Success Team (CST). Reporting to the Head of Customer Success, you will work closely with our customers (otherwise known as the "Sport:80 Community") to ensure they are making the most out of our suite of products, including our flagship system 'Sport:80 Platform'. You will also ensure that our high standards of customer service are maintained and that the voice of each and every customer is heard across the business.

Being a member of the Customer Success Team, you will take on a proactive role in the company. You will engage with our community of customers on a daily basis to ensure they are maximising their relationship with us and are making the most out of our technology. This is NOT just a remote support role, it is an opportunity to take ownership of and progress within an important area of our business.

Key responsibilities

• Lead the MPC responsibilities for key Tier 1 clients, coordinating with wider team members to ensure strong, effective relationship management between Sport:80 and the client.
• Promote product adoption and engagement to maximise the value clients gain from our Platform.
• Strengthen client retention and growth by leveraging integrations with our partner products and services.

Reporting to the Head of Customer Success, you will also be responsible for:

• Continually build knowledge of the Sport:80 Platform, its functional capabilities and architecture, as well as other systems within our suite of products
• Continually build knowledge in the back-end of the platform (Config) to have the ability to make changes on a clients domain
• Maintain and continue to enhance the content within the 'Sport:80 Knowledge Base'
• Form excellent working relationships with each of our customers and gain an in-depth knowledge of their organisations
• Support the delivery of customer training through webinar, 1-2-1 sessions (remote & in-person) and written content.
• Log and report customer comments and feedback to ensure they are included in regular team meetings ('scrums')
• Support the Product Team with development requests, feedback and concepts provided by our customers/community members
• Support the Marketing Team in the generation of content contributing to client-focused communications
• Become a Sport:80 'Champion' by developing an extensive understanding of our company and our purpose
• Support customers via telephone/video calls and the company's online support desk
• Work closely with customers to understand requirements, develop User Acceptance Criteria and configure (where possible) new functions
• Support the Head of Customer with maintaining our internal processes and keeping client spaces up-to-date
• Weekly, Monthly, Quarterly, and Yearly analysis of support statistics (Zendesk) and writing key comments for the team

We are looking for an individual with the following background, skills and characteristics:

• Confident and can contribute to our positive and supportive atmosphere
• Excellent communication skills, both verbal and written, including high standards of literacy
• Excellent attention to detail
• Excellent organisation and problem-solving skills, including time management & the ability to work to deadlines and prioritise workloads
• Ability to work methodically, accurately and under pressure
• Self-motivated with a professional, positive and customer-focused work ethic
• Strong aptitude for seeing tasks or projects through to completion
• Willingness and ability to work flexibly to meet the demands of the role
• Confidence to challenge and question processes to provide business improvements
• Ability to receive feedback and to learn from constructive feedback to improve self-development
• A self-starter who is equally good working independently and as part of a team
• An interest in sport and a basic understanding of the sports industry
• Have a full and clean driving licence and a valid passport
• Educated to degree level is preferable, but not essential

It would also be a bonus if you had:

• Experience in project management or possessing a project management certification is highly desirable e.g. PRINCE2
• Experience in using cloud-based support desk software e.g. Zendesk
• Experience using Atlassian's suite of products (Jira and Confluence)
• Previous experience working in a customer success role
• Previous experience working in a small to medium-sized business
• An active interest in technology, including knowledge of SaaS products

UAC (User Acceptance Criteria) is documentation that clearly outlines functional requirements. The documentation is created by Sport:80 through consultation with the customer. No work is scheduled until the 'UAC' is signed off both internally and externally.