Customer Success Specialist

Customer Success Specialist

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 4,600 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 technology and providing amazing customer service.

Based out of the APAC region, the key purpose of this role is to provide training, education and on-going support to a select customer base with Catapult's entire range of athlete tracking hardware and software solutions in APAC.

The role will also work closely with our regional teams in North and South East Asia to support existing clients and maximize their return on investment, while also supporting new business and upsell opportunities.

What You'll Do

• Account manage a select portfolio of teams in North East Asia
• Deliver remote or onsite onboarding to new users
• Educate customers on best practice utilizing Catapult technology
• Help facilitate technical support in line with company SLA's where language dependencies exist particularly in Japanese
• Maintain Client Health through active account management and drive customer retention and upsell opportunities
• Host workshops showcasing Catapult products and supporting new business opportunities
• Create localized self-service contents in regional language where applicable
• Assist in pre-sales activities such as product demonstrations where required
• Maintain a large database of information
• Aid in the data analysis of our elite teams where required
• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained
• Accurately and timely log working hours into company's systems
• Feedback client requests for development with Catapult's product teams

What You'll Need

• Fluency in Japanese and English, Korean is also desirable.
• Effective communication skills to both customers and internal stakeholders
• Willing to go above and beyond for the customers
• Ability to understand customer needs and provide solutions
• Being creative and take ownership when solving for problems
• Great time management and prioritization skills to perform optimally as well as to create healthy work-life balance
• Ability to work individually and with a larger regional team remotely
• Previous experience working in elite sporting environments (recommended)
• Great understanding of a range of sports (football, basketball, volleyball, rugby, and baseball)
• Hands on experience with performance monitoring tools such as GPS; Video Analysis; Tactical applications
• Proficient in statistical analysis of large data sets
• Proficient with computers and Microsoft office
• Basic IT knowledge
• Account management experience with a large customer base (desired)
• Ability to analyze and interpret performance data
• The desire to influence the performance management of elite sports
• Bachelor's degree in Exercise and Sport Science or other related fields required

Whether you're interested in sports or not, you'll have the satisfaction of knowing your work is supporting some of the most successful teams and individual athletes on the planet! While we have access to many exciting opportunities, we also realise that we are here to do a very important job for our customers. As a result, we aim to work with purpose and intention. We look for people that fit into our team culture, those who actively contribute and individuals who are excited about what they do.

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalised groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance, our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do.

All offers of employment are subject to Catapult's positive prehire check. To find out more, please contact the Talent Partner for this role.