Associate Customer Success Specialist (Tactics & Coaching)

Important Notice: Recruitment Scams

We are aware of ongoing scams where individuals falsely claim to represent Catapult. If you are applying via a third-party website such as LinkedIn or Indeed, please verify that the role is listed on our official careers page: catapultsports.com/careers. All legitimate Catapult recruiters use email addresses ending in @catapultsports.com or @catapult.com.

Our mission is to improve the performance of athletes and teams, which we do by engineering the premier technology platform for sport. We've been at the forefront of sports technology and science since 2006 - we don't just work in the sporting industry, we are actively changing its future.  Our solutions are designed to help athletes and coaches “play smart” in a world where 1% can literally mean the difference between winning and losing.

 

We work with over 3,000 teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimize athletes’ health, game-day readiness, and performance, as well as in-game tactics.  Our solutions include wearable technology, video analytics, and athlete monitoring solutions, and we are passionate about helping sports organizations at all levels to better scout, recruit, teach, and win.

WE WANT PEOPLE WHO ARE PASSIONATE ABOUT SPORTS SCIENCE AND PROVIDING AMAZING CUSTOMER SERVICE

We are looking for a talented and enthusiastic Associate Customer Success Specialist whose determination for continuous improvement aligns with our ambitious, fast-growing and transforming company. You will be a key player in the growth of the region by providing high quality training, education and support to Catapult’s customers with our wearable and video analysis solutions. This role is based remotely in Chile or Columbia, and will report directly into the LATAM Customer Success Manager.You will have an understanding of the sports industry and how the intersection of technology and sport is driving performance improvement. You will become a product expert across Catapult’s technology stack and utilise this expertise to drive product adoption for your customers. You act as the post sale point of contact for our customers. Accountable for retention and driving additional revenue through showcasing the value that our products provide to promote upselling and cross selling opportunities. The role will also work closely with our business development managers, support technicians, solution architects and customer success specialists throughout the LATAM region to support existing clients and maximise their return on investment, while also supporting new business opportunities. This includes handling escalations and coordinating activity across these functional areas to ensure a positive customer experience.You will also be the voice of customers and assist Catapult’s product and engineering teams with the development of our technology stack. You will provide advanced data analysis for both internal staff and existing customers. 

 

WHAT YOU’LL BE DOING

• Account manage a select portfolio of teams within your dedicated territory
• Educate customers on best practice when utilizing Catapult technology and value proposition
• Involvement in Pre-Sales activities to drive new business success. This will include performing product demonstrations/training. For all New, Renewal, Cross Selling and Upselling activities. 
• Assist business development managers with contract extensions through promoting best practice behaviors of Catapult customers
• Produce Customer Success Qualified Leads to drive new business opportunities through existing customers
• On-going remote support to our growing customer base on Catapult’s entire range of video software solutions
• Customer service initiatives, follow-up calls, visits, emails and communication central to creating a great customer experience
• Logging and maintaining Customer Health through active account management with action plans to improve customer health where necessary
• Product feedback and innovation internally
• Maintain a large database of information
• General representation of Catapult at domestic and international conferences where required
• Research and development of Catapult’s product stack

WHAT YOU WILL NEED

• Minimum 1+ years working in the elite sporting environment
• Account management experience with a large customer base 
• Great communication skills to foster new relationships and build on existing relationshi