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Customer Success Specialist

  • Clubforce
  • Galway

To apply for this job email your details to niamh@clubforce.com

Clubforce has transformed the way sports clubs are managed. It is the leading club management platform, used by teams worldwide to unify their membership, to take the pain from admin, and to drive fundraising forward. Clubforce technology allows volunteers, parents, and players to work together more effectively and receive information at the right time so every member can participate to their best.

What You’ll Do

At Clubforce, the customer success specialist will be the primary customer steward and champion their accounts within the company. They will understand customer outcomes through the ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in overall customer support, educating customers, and maximising the customer’s utilisation of our tech. All team members will look to customer success for input across key decisions and the customer success specialist will work closely with Sales, Marketing, and Product teams.

  • Become a trusted Clubforce advisor and the first port of call for your clients
    Serve as the primary contact for onboarding new customers, post go-live support, and the organisation and delivery of training
  • Own the customer success journey for your designated accounts and be naturally driven to develop the maturity of accounts
  • Collaborate closely with team members to support renewals and expansion opportunities
  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback
  • Represent the voice of the customer to provide input into the marketing, sales, and product processes
  • Collaborate with the engineering and development team to set up or configure our software platform as per customer requirements and troubleshoot technical issues raised by customers
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

 

What we’re looking For

Personal Traits

  • Personally driven by working with other people
  • Natural empathy for others with a highly personable approach to communication
  • Comfort with change, ambiguity, and working in a high-growth start-up environment
  • Enjoys collaboration and teamwork
  • A natural desire for harmony
  • Maturity to be humble and be wrong
  • Good problem-solving abilities
  • Attention to detail
  • Business know-how: Understanding of business metrics and the ability to translate company goals and objectives into customer experiences

 

Experience

  • 2+ years customer success or account management experience in a SaaS or software company.
  • Proven track record of working in a customer-facing role
  • Experience of working with Zendesk or similar live chat platform useful but not essential
  • Have, or be willing to learn basic technical skills

 

Skills and Qualifications

  • Educated to degree level preferred but not essential
  • Experience working with, and managing, stakeholders and customers
  • A high level of accuracy and attention to detail is required
  • Excellent communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic, and with a “can do” attitude

To apply for this job email your details to niamh@clubforce.com