Senior Customer Success Specialist (Motorsport)

Catapult Sports•Washington, DC

4d•$79,195 - $158,390•Hybrid

About The Position

Catapult is seeking a talented and enthusiastic Senior Customer Success Specialist (Motorsport) to support its growing U.S. customer base. This role is crucial for building success in the U.S. Motorsport market, providing high-quality training, education, operational support, and technical advice to elite customers like racing teams, series organizers, and circuits. The specialist will play a key role in ensuring high retention rates, acting as the voice of the customer to inform product research and development, and assisting the commercial team with customer acquisition through product demonstrations and prospect conversions. The ideal candidate will have a drive for learning and continuous improvement, aligning with the company's ambitious and fast-growing nature.

Requirements

A minimum 5+ years working in a technical environment with demanding customers.
High level proficiency with networking, LAN and WAN client-server systems and video capture (IP and analog/digital) technologies.
Prior troubleshooting experience with PC or Mac based systems.
Ability to analyze and interpret complex data and logs.
Great interpersonal skills to foster new relationships and build on existing relationships with customers.
An ability to communicate effectively with key stakeholders including managerial and technical staff within customer organizations and Catapult.
A willingness to go above and beyond for the customer is required.
Experience with support ticketing and project management platforms (JIRA and/or Monday is preferred)
Ability to work extended hours and on weekends (as sporting events do not happen in normal working hours).
An ability to multi-task and thrive in a dynamic work environment with changing priorities and see tasks through to completion.
Ability to work individually and with a larger international team.

Nice To Haves

A good understanding of the challenges that motorsport officials and teams face in managing and participating in events is a strong advantage.
Prior experience working in motorsport is preferred.
Experience using RaceWatch products is preferred.

Responsibilities

Account-manage a select portfolio of Motorsport customers within your territory, building strong relationships with key stakeholders.
Organize proactive customer service initiatives including event follow-up calls, visits, emails and communication central to creating a great customer experience.
Regularly attend racing events in order to establish customer relationships and build knowledge of the uses and potential developments for our products in the field.
Drive new business success & contract extensions through proactive activities, including engaging regularly with users and performing on-site and virtual product reviews and demonstrations.
Provide technical and operational support to Motorsport clients through phone, email or live chat.
Provide assistance and all necessary coordination in the installation of client computer software products, and the resolution of client technical problems.
Provide advanced technical and product training to customers and other Catapult Employees.
Retain ownership of problems until fully resolved to ensure a high level of user satisfaction. However, also know when to escalate problems that require engineering support.
Create support content, product documentation and user guidance.
Help validate new software features, and support clients with their introduction.
Work collaboratively with other members of the global customer success, support and engineering teams
Establish clear reproducible cases for engineering escalations and identify valid workarounds.
Ensure bug resolutions are released to all affected customers.
Provide product feedback and contribute to innovation.