Customer Success Manager
Trace is a ground-breaking technology that automatically films and edits video into highlights for every player on the field. With Trace, players, parents, and coaches are delivered the edited highlights that matter to them, along with context to boost their development and make sports even more fun. Our experience is tailored to each athlete. Hundreds of thousands of athletes use Trace monthly, from National teams to kids just starting out their athletic journey. Teams include Barca Academy, FC Dallas Youth Soccer, NEFC, USYS National League and the list goes on and on!
At Trace we look for individuals who have played sports at a competitive level, and can help educate the clubs and teams we work with on how and why Trace can make their lives easier. We’re a collaborative team of top performers that thrive on healthy competition, we push each other individually so we can succeed collectively. We will challenge you to develop personally and professionally if you’re willing to learn, commit to our mission, and be coachable.
The Customer Success Manager's main objective is to ensure our subscribers effectively adopt the Trace technology, provide education on best practices to get the most utilization from their Trace video, and ultimately retain subscriptions year over year. The CSM serves as the subject matter expert for Trace, with world-class communication and service in order to build strong relationships with our customers and ensure they have an optimal experience.
How you will contribute:
- Educate customers on how to use the product generally, and for their specific objectives.
- Establish relationships with all customer stakeholders to become a strategic trusted advisor throughout the customer lifecycle.
- Respond to customer questions and concerns in a timely manner to ensure delivery of first class, genuine and personalized customer service.
- Proactively manage and own your book of business throughout the entirety of the customer’s lifetime with Trace, ensuring each account renews at the end of their term.
Skills that will help you be successful in this role:
- 1+ years of Customer Success/Account Management experience; Sales experience a plus.
- Background in soccer (coaching or playing).
- Ability to take initiative and confidently direct customer interactions.
- Ability to organize, break down, and clearly articulate complex thoughts, ideas and instructions.
- Ability to multitask in a fast-paced environment with an exceptional attention to detail.
- Empathy and a unique ability to understand customer needs
- Strong written and verbal communication skills on sports and technical teams.
About you:
- You’re passionate about being part of a successful high growth tech company
- You aren’t afraid to take risks and try new things
- You seek a company that allows you to drive your own success and development
- You’re hungry to learn, crave opportunity, and ownership
Trace is an equal opportunity employer. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, marital status, citizenship, disability, or veteran status.