Enterprise Client Success Manager

Focus On The Field; United States; Remote; USD 65,000 - 200,000; Full time

Job summary

A leading company in youth sports management is seeking an Enterprise Client Success Manager responsible for ensuring customer satisfaction and retention. The role involves building client relationships and managing operations to deliver exceptional service. Candidates should have a degree in a relevant field, strong analytical and customer service skills, and a passion for sports, particularly Rugby, Lacrosse, and Soccer.

Qualifications

• Experience in customer-centric environments, especially with enterprise-level clients.
• Ability to work independently and remotely while being proactive.
• Passion for Rugby, Lacrosse, and Soccer is essential.

Responsibilities

• Manage a team of 2 to 3 Operations Specialists and coordinate operations.
• Ensure customer satisfaction and retention through strong client relationships.
• Leverage business process automation tools to complete projects.

Skills

Conflict Resolution

Customer service

Analytical skills

Problem solving

Communication

Interpersonal skills

Active listening

Team player

Education

Degree in Business Management, Marketing, or Communications

Tools

HubSpot

Monday.com

Microsoft Office

Google Workplace

TeamSnap

SportsEngine

LeagueApps

Asana

Notion

Job description

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Direct message the job poster from Focus On The Field

Focus On The Field is an innovative service provider for youth sports organizations, allowing them to outsource their administrative burden. We offer a turn-key service solution to manage all administrative tasks, enabling our clients to focus on coaching and other important tasks. Our solutions are customized to meet the unique needs of each organization, and we work with clubs of all sizes, sports, and competitive levels nationwide.

Role Description

This is a full-time remote role for an Enterprise Client Success Manager. The Enterprise Client Success Manager will be responsible for ensuring customer satisfaction and retention, analyzing the effectiveness of our solutions, building strong client relationships, providing exceptional customer service, and advocating for client needs within the company.

Responsibilities:

• Coordinate and overseethe operation of youth sports organizations
• Act as a trusted adviser, thought leader and subject matter expert to FOTF customers
• Manage a team of 2 to 3 Operations Specialists
• Coordinate and complete customer deliverables and guide Operations Specialists in project requirements and deadlines
• Leverage business process automation tools (HubSpot, Monday.com) to assure projects are completed
• Execute, and delegate, daily customer support tasks by responding to incoming inquiries from sports organizations and their members
• Be the face of FOTF to all of your accounts and external parties

Qualifications & Requirements:

• Conflict Resolution skills, and the ability to get in and out of difficult conversations
• Customer service skills, including the ability to provide exceptional service to clients
• Analytical skills to measure the effectiveness of solutions and identify opportunities for improvement
• Must be an active listener and intuitive problem solver
• Proven track record of customer retention and success in building strong client relationships
• Excellent communication and interpersonal skills to collaborate across teams and advocate for clients
• Ability to work independently and remotely while remaining proactive and efficient
• Experience working in a customer-centric environment, ideally with enterprise-level clients
• Degree in a relevant field such as Business Management, Marketing, or Communications; or equivalent experience
• Strong computer skills, including familiarity with Word, Excel, Outlook and Google Workplace
• Must be a team player, detail oriented, dependable and adaptable.
• Ability to connect remote/virtually
• Should have a passion & strong familiarity with Rugby, Lacrosse and Soccer
• Familiarity with with sports management software (i.e. TeamSnap, SportsEngine, LeagueApps, PlayMetrics) is a plus

Each account manager will be expected to be proficient in the following:

• TeamSnap, SportsEngine, LeagueApps, and other League and Team Management Systems (LMS)
• Microsoft Office (Microsoft Word and Excel)
• Asana, Notion and other project management software systems
• Wordpress

Role Structure

Account Managers are expected to be online/accessible from 9AM-5PM in their client's time zones, you may be asked to work in more than one time zone

Must be flexible during ‘busy season’ of league operations during January-May

Account manager will lead an ‘operations team’ comprising of 2-3 operations specialists

Mountain or pacific time zone is Preferred, but not necessary

Employment Type:

Full-Time

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

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