Customer Success Specialist (Remote, SaaS / Sports Technology)

About the Position As a member of the Customer Success team, you will work directly with student-athletes, parents, club owners, directors, recruiting coordinators, and coaches to unlock the power of the SportsRecruits platform. As a Customer Success Specialist, youll serve as the first point of contact for phone, email, and live chat inquiries in order to help customers achieve their goals on the SportsRecruits platform. You will closely assist our Customer Success Management team in the on-boarding and implementation process for our club and high school customers. If you read this, write the word popcorn in your response when asked what sets you apart from other candidates. The candidate best fit for this position is an effective and positive communicator with strong attention to detail, a phenomenal teammate, and capable of breaking down complex challenges into simple solutions.

Responsibilities

• Manage the daily workflow of onboarding new users and renewing existing customers
• Apply technical knowledge and creative problem-solving to resolve customer issues
• Handle customer requests and escalate issues to the appropriate internal teams
• Analyze data to identify product improvements, internal efficiencies, and troubleshooting opportunities
• Serve as the voice of the customer by collecting and sharing feedback
• Contribute to and maintain customer-facing resources and documentation

Requirements

• 12 years of customer success or customer support experience
• Passion for helping people succeed
• Excellent written and verbal communication skills
• Strong troubleshooting skills, analytical thinking, patience, and perseverance
• Proficiency in Microsoft Excel
• Exceptional attention to detail
• Ability to manage multiple projects and deadlines
• Strong desire to improve the customer experience
• Understanding of college recruiting and the high school / club sports space
• Familiarity with Zendesk, Salesforce, and Gainsight is a plus
• Experience in the college athletic recruiting process is a plus

About SportsRecruits SportsRecruits is the leading sports recruiting network, connecting athletes, clubs, events, and college coaches in the recruiting process. The companys network and tools are trusted by sports organizations such as the IWLCA, IMLCA, NFHCA, and Junior Volleyball Association. Every year, millions of connections are made on the network, resulting in commitments to the best academic and athletic institutions. SportsRecruits is part of IMG Academy, the world's leading sports education brand. IMG Academy provides a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. IMG Academy provides growth opportunities for all student-athletes through an innovative suite of on-campus and online experiences:

• Boarding school and camps, via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via IMG Academy+, with a focus on personal development through the lens of sport and performance
• Online college recruiting, via NCSA and SportsRecruits, providing unmatched college recruiting education and services to student-athletes and their families, club coaches, and event operators, and is the premier service for college coaches.

SportsRecruits is an equal opportunity employer and embraces diversity and equal opportunity on our team. Just like the student-athletes we support, we are trying to get better and stronger as a team everyday. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We truly believe that the more inclusive our team is, the better we can serve all student-athletes, as well as their families and coaches, who are pursuing their dreams. What we offer: Its important to us that our team is happy, and we're always looking for ways to improve our overall work culture and support our employees well-being. Here are a few of the benefits we offer at this time:

• Remote-first team culture
• Comprehensive medical, vision, and dental coverage
• Flexible Spending Account and Health Savings Account options
• 401k with an Employer Match
• Short Term and Long Term Disability
• Group and Supplemental Life & AD&D
• Gym Discount Program
• Pet Insurance
• Wellbeing Program
• Salary Range: $45,000 - $55,000 USD annually

This is currently a remote position, but there is an option to work either full or part-time from our New York office. Once a year we have the company meet up in Florida to discuss the company goals for the year, have various speaks from the sports industry, and work with different departments in person. Whether our teammates feel most comfortable working remote or in the office, were confident that well continue to foster a connected, supportive environment for all.