We are seeking highly motivated and knowledgeable individuals to join our team as an Applied Performance Specialist. The ideal candidate will have experience in either elite level sport or in account management specifically, with providing technical support.
The Applied Performance Specialist will aid clients with the setup, adoption, management, and evolution of their usage of the Kitman Labs Intelligence platform. This is achieved by helping assist customers with managing and maximising their data to achieve each organisation's unique goals.
This is a unique Europe-based remote working opportunity that is well-suited for individuals with knowledge of high-level sports who are keen to assist a variety of practitioners across multiple sports. This position reports to the Head of Applied Performance.
We will expect you to:
- Provide day-to-day support and resolve customer challenges via e-mail, phone calls, face-to-face conversations, and our in-platform support tool, Intercom.
- Collaborate with sales team members to ensure client objectives are understood and can be executed immediately and effectively.
- Follow and implement established processes and best practices associated with creating Customer Success via technical support including:
Account setup and creation
System training and education
Assistance with data migration, management, and analysis
Knowledge, adherence, and application of industry standards for both data security and clinical best practices.
- Develop resources and disseminate information to coaches & practitioners through face-to-face meetings, electronic means, reports and presentations
- Contribute to Customer success by collaborating with both internal team members and key customer stakeholders to develop proactive strategies to best assist organisations while also addressing their real-time needs.
- Improve customer experience by helping improve their efficiency and processes to unlock greater productivity.
- Commitment to being a team player willing to work closely with Performance Strategists to collaborate across functions such as sales, product management, Engineering, and Data science.
- Display the ability to think critically and creatively to both solve problems and prioritise to most effectively support the Kitman Labs team and customers.
- Provide on-call and minimally scheduled weekend support to the Kitman Labs customer base via the in-platform tool intercom.
- Maintain appropriate account and system documentation via the usage of Salesforce and Jira platforms.
Minimum experience and skills we're looking for:
- Must be able to demonstrate the ability to speak English fluently.
- Excellent communication & presentation skills, specifically utilising Google Workspace tools.
- Ability to take initiative and work independently.
- Ability to travel semi-regularly.
- Proven technical background and commensurate education (Bachelor's Degree minimum)
- Minimum 1 year of experience in any of the following areas:
- Elite Level Sports
- Sport Technology
- Customer support, service, or account management (preferably in a sports-related industry or business.)
Preferred qualifications:
- Proven technical background and Master's Degree in a field related to the Applied Performance Specialist role.
- Demonstrated track record of an ability to understand principles focusing on performance optimisation, injury prevention, and applied sports science.
- 3+ years working in or with Elite Sporting Organisations.
- Experience in the Sports Technology industry
- Experience with Athlete Management Systems and Electronic Medical Record platforms.
- Experience working with medical data, performance metrics, or other sensitive data types.
