Customer Success Manager
Race Roster5d • Hybrid
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Customer Success Manager (2 year contract)
Race Roster
•Hybrid
About The Position
The Customer Success Manager (CSM) role involves ensuring event organizer success on the Race Roster platform, while also consulting on technology, reporting, and industry trends. An expert in Race Roster and affiliated products and support services, the CSM assigned to each elite event will work with the race director, and their registration, marketing, or timing teams on adopting and optimizing our suite of tools. This role involves being available outside of business hours for urgent troubleshooting, as well as travel to race weekends and for office visits. As the relationship owner, the CSM will find themselves socializing with customers at conferences or events, an important part of strengthening our business to business relationships. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve. This position is open to internal and external candidates. This role will be working with the Race Roster product.
Requirements
- Bachelor's degree or higher
- 3-5+ years experience in a professional services environment
- Strong customer service skills
- Strong organization and relationship management skills
Nice To Haves
- Relevant industry experience
Responsibilities
- Manage relationships with elite event customers in assigned portfolio
- Develop an in depth understanding of all areas of the Race Roster platform, including but not limited to fundraising, timing, onsite app and Runkeeper integrations
- Lead project management of registration cycles (regular, rush, random draw)
- Elevate customer experience through custom event configuration / optimization
- Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users
- Ensure smooth user experience for the participants signing up for elite events
- Guide customer on using the Customer Relationship Management (CRM) technology, Marketing Cloud, and other Salesforce (SFDC) products
- Liaise with internal Race Roster executives and departments to deliver on customer requests, advocate when in best interest of the business (Tech, SFDC, CRM, Sales, Marketing)
- Respond to organizer inquiries (for assigned events) by phone, Slack and email (with support from CSR team via Race Roster support queues and phones)
- Work with the internal team to roll out system changes to customers
- Share new release features with customers, and include training when required
- Support for colleagues with their elite events during time off or travel
- Work with the Sales team on solutions to help secure new deals
- Keep up with customer touchpoints throughout the year
- Proactively suggest optimization that will save events time and money in administration
- Bring forward industry trends and marketing strategies that will support event growth
- Carry out an onsite activation plan including provisions for travel, leadership and People Ops needs
- Execute responsibilities in accordance with Race Roster company policies
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Job Search Resources
Career Resources
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