[Hiring] Customer Success Specialist @Catapult Sports

Role Description

We are looking for a talented and enthusiastic Customer Success Specialist whose determination for continuous improvement aligns with our ambitious, fast-growing and transforming company. Based remotely in the UK, you will be a key player in the growth of the region by providing high quality training, education and support to a select customer base across Catapult’s entire range of athlete tracking hardware and software solutions. You will also be the voice of the customer and assist with the research and development of our technology stack and provide advanced data analysis for both internal staff and existing customers, and therefore need to be fluent in English. The role will work closely with our business development managers, partners and sport scientists throughout EMEA to provide administration documentation, product demonstrations and support new business opportunities for leagues and teams.

What You’ll Do

• Account manage a select portfolio of teams within your dedicated territory
• Educate customers on best practice when utilizing Catapult technology and value proposition
• Drive new business success & contract extensions through various activities, including performing on-site and virtual product demonstrations
• On-going remote support to our growing customer base on Catapult’s entire range of athlete monitoring hardware and software solutions
• Customer service initiatives, follow-up calls, visits, emails and communication central to creating a great customer experience
• Maintaining Client Health through active account management
• Product feedback and innovation internally
• Provide evidence based, scientific materials for marketing, internal and external purpose
• Maintain a large database of information
• Aid in the data analysis of our elite teams where required
• General representation of Catapult at domestic and international conferences where required
• Research and development of Catapult’s product stack

Qualifications

• 2+ years working in the elite sporting environment
• Fluent English
• Hands on experience with performance monitoring tools such as GPS, velocity based training; Video Analysis; Tactical applications
• Proficient in statistical analysis of large data sets
• Proficient with computers and Microsoft office
• Account management experience with a large customer base (desired)
• Great communication skills to foster new relationships and build on existing relationships with a select customer portfolio
• Ability to analyse, and interpret data
• Effective communication to articulate findings to coaches, athletes, and other performance staff
• The desire to influence the performance management of elite sports
• Ability to work individually and with a larger regional team
• Communicate effectively with key stakeholders, particularly software and hardware engineers
• Bachelor’s degree in Exercise and Sport Science or related discipline required
• Sports science or strength and conditioning related experience in football (soccer) is desirable

What Your Success Will Look Like

In 6 months time…

• You have built strong relationships with your customer portfolio and are a trusted, responsive point of contact
• You confidently deliver onboarding, training, and product demonstrations across Catapult’s core solutions
• You proactively support customers day-to-day, ensuring consistent and efficient usage
• You maintain clear visibility of account health, identifying risks and opportunities while collaborating effectively with internal teams

In 12 months time…

• You are a trusted performance partner, influencing how customers use Catapult solutions to drive decision-making and performance outcomes
• You independently manage your portfolio, driving high satisfaction, retention, and supporting renewals and growth opportunities
• You deliver advanced insights and analysis that provide measurable value and differentiate Catapult’s offering

Benefits

• We have amazing people. We promise you’ll work with some of the most ambitious, intelligent people in an exciting industry, and do some of the best work of your life.
• We encourage our people to engage in constructive, open, and honest communication to make Catapult extraordinary.
• We work in a collaborative yet challenging environment to consistently improve our performance, which in turn impacts our customers' performance.
• Our workforce spans more than 20 countries. You'll have the opportunity to work with people from multiple nationalities and cultures, and to build your global awareness.
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company.
• 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 athletes on the planet!