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Customer Success Manager at WeTrack

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  • London
  • fulltime
  • -
  • Summary: 

    WeTrack works with some of the biggest sport and events in the world, including International Olympic Committee, Rugby World Cup, Football World Cup, Cricket World Cup, Rugby League World Cup, World Triathlon, British Olympic Association, Commonwealth Games, and many more. We want to improve how sport and events improve their planning, operations and sustainability. We are looking for fun, smart and creative people to join us as we grow quickly across the world.  

    Job Purpose: 

    Join our Customer Success function as a Customer Success Manager, assisting clients using our software in major events around the world. You will be responsible for the liaising with our clients on a daily basis, as well as working with our internal teams (Product, Development, Sales) to ensure the software is the best that it can be. 

    About the company: WeTrack was conceived during the London 2012 Olympic and Paralympic Games with a commitment to make better tools for sports and events. Our software modules include; project and risk management, readiness, sustainability and operations/control room management. We work with clients globally helping some of the largest events, venues and sports organisations in the world – more information on our clients can be found here.  Primarily based in Bulgaria and the UK, we are remote first company with regular meet ups to work as a team. 

    Day-to-day, you will: 

    • Be responsible for onboarding, training (both in person and online), and supporting clients on our different modules  
    • Manage support requests via multiple communication channels through to resolution  
    • Proactively engage with key users to improve system engagement and improve their value return 
    • Be an advocate for clients on software changes  
    • Report back to the wider team on client progress 

    Skills/Qualifications: 

    • Great communicator – Essential 
    • Confident on the phone/online meetings – Essential 
    • Confident in training a group of people – Essential  
    • Experience in handling customer queries/customer care – Essential 
    • Technology savvy and capable – Essential 
    • A passion for maintaining standards and quality in work -Essential 
    • Strong planner and organiser – Essential 
    • Ability to prioritise workload – Essential 
    • Ability to work within a team and independently - Essential 
    • Knowledge/experience of ticketing support systems such as Intercom – Desirable  

     

    What we offer  

    • Competitive salary  
    • Company shares option scheme  
    • Challenging project and the chance to work with cutting edge technologies  
    • Dynamic, friendly, international working environment  
    • Flexible working hours
    • Potential to travel worldwide
    • Knowledge sharing and mentorship 
    • An access to an online education platform 
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