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Client Onboarding and Engagement Specialist
2 months ago
Client Onboarding and Engagement Specialist (Tennis/Sports)
About the role
We are looking for a new Client Onboarding and Engagement Specialist (Tennis/Sports) to join our team. This is a new role. We are looking for a highly motivated and client-focused individual to join our team. In this role, you will play a pivotal part in ensuring a seamless onboarding experience for new users, business development, and providing ongoing support to our existing clients.
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
Skills, knowledge & experience required:
Essential Skills and Experience
Minimum 2 years’ experience in a client-facing multilayered B2B role
Excellent communicator who enjoys presenting (virtually) and meeting new people
Experience using Google Workspace
Experience working with presentations and using Zoom
Customer-centric attitude, always willing to help and finds it easy to build relationships
Commercially savvy - always thinking about how to add greater value to customer relationships
Able to understand and articulate technical concepts at both a high and tactical/functional level
Analytical thinker - uses data and insights to drive plans and actions
Solutions-focused attitude
Ability to work both as a team and autonomously
Incredibly organized – efficiency is key
Brings positive energy and drive as well as a collaborative and team-oriented attitude
Great if you also have
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
Previous experience working in a software company
Previous experience working in tennis
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.
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.
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