Customer Service and Engagement Specialist

**Our Company**

Clubspark is a global leader in sports technology and growing rapidly With teams in the UK, US 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 organisations in the world like Lawn Tennis Association, England Cricket Board, England Athletics, USTA, Tennis Canada, Tennis Australia, Tennis NZ, the International Tennis Federation and many more.

**About the Role**

We are looking for a highly motivated and client-focused Customer Service & Engagement Specialist to join our customer service and customer success team. The role will have two clear focus areas; growth and service.

You will work directly with our partners and/or their customers to sell, onboard and grow the user base, as well as optimize and improve the usage and engagement of the platform with existing customers through customer service. 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.

**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
- A growth-oriented individual who is always seeking out new opportunities to make progress

**Key Responsibilities**
- 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 and onwards
- Monitor setup progress on accounts and provide guidance on next steps
- Deliver engaging presentations and product demonstrations
- Understand client context and goals, providing 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
- Deliver effective presentations and training sessions on the 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 Clubspark
- Organize webinars and 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 client input
- Assist clients will enquiries and support requests

**Essential Skills and Experience**
- Minimum 2 years’ experience in a similar client-facing multilayered B2B role
- Previous business development experience
- Knowledge and previous experience of Zendesk, HubSpot & JIRA
- Excellent communication skills, enjoys presenting (virtually) and meeting new people
- Experience using Google Workspace, Zoom and confident delivering presentations
- 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
- Solutions-focused attitude and incredibly organized
- Ability to work both as a team and autonomously
- Brings positive energy and drive as well as a collaborative and team-oriented attitude

**Great if you also have**
- Previous B2B sales experience
- Familiarity with sports technology and software platforms
- Interest in or previous experience working in Sports
- Previous experience working in a global Company or software Company
- Previous experience working in tennis or knowledge of competitive tennis / competition
- Bachelor's degree (or equivalent experience)

**Benefits**
- Competitive salary, 26 days holiday (+ public holidays)
- Free eye tests, Cycle to work, Life Assurance and Contributory Pension
- ‘Get Active Scheme’ allowance
- Onboarding allowance (home working equipment)
- Mental Health Sick Day Policy - good mental health is just as important as our physical health
- Unlimited GP appointments
- Unlimited mental health support
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