Applied Performance Specialist

Summary

Join Kitman Labs as an Applied Performance Specialist and become the primary point of contact for customers seeking assistance with our products and services. Based in the UK, this remote role requires you to ensure customer satisfaction by proficiently guiding customers on using the Kitman Labs Intelligence Platform, providing timely support, troubleshooting technical issues, and enhancing user experience. You will play a key role in onboarding new customers, driving platform adoption, and maximizing its usage. Collaborate with the sales team to understand and execute client objectives, develop resources for coaches and practitioners, and contribute to customer success through proactive strategies. This position demands excellent communication, technical skills, and the ability to work independently and as part of a team. The ideal candidate will have experience in elite-level sports or account management, providing technical support.

Requirements

• 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 3 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.)

Responsibilities

• 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
• 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 at times 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
• 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

Preferred Qualifications

• Proven technical background
• Nice to have but not required – A degree in a field related to the Applied Performance Specialist role
• Demonstrated track record of an ability to understand principles focusing on performance optimization, injury prevention, and applied sports science
• 5+ 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

Benefits

• Competitive salary
• Health insurance for employee & dependants
• Meaningful equity
• Pension Plan
• Life Cover
• Income protection
• Wellbeing benefits