Associate Customer Success Manager

About SportsRecruits

SportsRecruits is the leading sports recruiting network, connecting athletes, clubs, events, and college coaches in the recruiting process. The company’s 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 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.

Job Description

SportsRecruits is seeking an Associate Customer Success Manager (CSM) to join our team. This person will be the primary point of contact for existing club and high school customers and will play a vital role in the onboarding, adoption and implementation of new organizations on the platform. You will also be responsible for lifecycle support and driving successful outcomes for our customers. If you read this, add 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, a phenomenal teammate, and capable of breaking down complex challenges into simple solutions. This is a great opportunity to grow and develop business relationship skills in a sports tech company. 

What You'll Do: 

• Actively manage SportsRecruits B2B Customer Accounts
• Execute flawless customer onboarding and adoption of SportsRecruits product
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Independently manage the daily workflow of on-boarding new, and renewing existing users to the SportsRecruits platform
• Apply technical knowledge and creative problem solving to find efficient solutions to customer issues
• Handle customer requests and raise issues to the appropriate team members
• Analyze data to find opportunities to improve the product, as well as to troubleshoot customer issues
• Contribute to and help maintain existing and new customer-facing resources
• Assist in the organization and execution of SportsRecruits events

Who You Are:

• 1-3 Years of Customer Success Experience/ Account Management
• Passion for helping people
• Excellent written and oral communication skills
• Strong troubleshooting skills, analytical thinking, perseverance, and patience
• Proficient in Microsoft Excel
• Flawless attention to detail
• Ability to prioritize multiple projects and deadlines
• Strong desire to improve the experience of our users
• Understanding of college recruiting and the high school and club sports space
• Familiarity with software like Zendesk, Salesforce, and Gainsight is a plus
• Experience developing strategies on assigned accounts to fully leverage technology solutions
• Ability to build trusted relationships with decision makers and end users
• An active interest in customer satisfaction and customer relations

What we offer:

It’s 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:

• Comprehensive medical, vision, and dental coverage
• 401(k)
• Unlimited time-off policy
• Option to work remote or in our future office
• Salary Range $50,000 to $60,000 Annually

This is a remote position, but there is an option to work either full or part-time from our Manhattan office. From Zoom stand-up comedy shows to virtual game nights, we’ve spent a lot of time cultivating a remote version of the lively and tight knit company culture that we had in our Brooklyn office. Whether our teammates feel most comfortable working remote or in the office long-term, we’re confident that we’ll continue to foster a connected, supportive environment for all.