Job Details
Customer Support Specialist
PlayMetrics, a fast-growing B2B SaaS company in the youth sports space, is seeking a Customer Success Manager for its Customer Success team. The Customer Success Manager is responsible for enabling customers to implement and use the PlayMetrics software platform. The goal of the Customer Success team is to provide a world class customer journey and assist customers with onboarding and each interaction with the company.
Note: This is a full-time position, and we are looking for a local candidate to work at our Morrisville, NC headquarters as required. We currently implement a hybrid work from home policy, and this position will be required to work at our Headquarters at least twice per week, and for meetings as required. Eventually this position may be required to work exclusively at our Headquarters full-time.
This position will generally work during our standard business hours Monday-Friday, however the candidate will be required to work certain weekends as needed, resulting in a flexible schedule the weeks in which weekend work is required.
Responsibilities:
- Serve as primary contact for all general support questions
- Communicate with PlayMetrics users to identify and help resolve issues
- Provide 1:1 support calls as requested by customers
- Identify and document product issues/customer enhancement needs and communicate to the product team
- Communicate with customers when customer reported product issues/enhancements are delivered in future releases
- Identify and communicate key metrics and provide regular reporting on customer status to company stakeholders
- Identify and contribute articles to our internal knowledge base as well as the customer help center
- Use appropriate customer service techniques to ensure customers are fully informed about our products
- Communicate customer reported enhancements and defects to PlayMetrics product and leadership members:
- Identify and document customer enhancement needs and communicate to the product team
- Communicate with customers when customer reported enhancements and defects are delivered in future releases
Qualified Applicants:
- Will be at least 18 years of age
- Will have a minimum of bachelor's degree in business or related field
- Can read, write, and fluently speak and understand English
- Is confident using technology and navigating technology applications
- Have a minimum of two (2) years previous Customer Success Experience
- Will be legally authorized to work in the US for any employer in the US.
- We cannot consider candidates who require sponsorship for a work-authorized visa.
PlayMetrics will provide:
- Competitive pay
- Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid, 401(k) with employer match, and company paid group and disability insurance
- Paid Time Off
- Casual dress work environment
- Central office location in RTP
- For more information about PlayMetrics visit playmetrics.com