Applied Performance Specialist

Summary

Join Kitman Labs as an Applied Performance Specialist based in Ireland and work remotely to provide technical support and assistance to customers using the Kitman Labs Intelligence Platform. You will be the primary point of contact for customers, ensuring their satisfaction by troubleshooting technical issues and enhancing their user experience. Collaborate with sales and internal teams to understand client objectives and develop proactive strategies. Improve customer efficiency and processes to unlock greater productivity. This role requires excellent communication and technical skills, experience in elite-level sports or customer support, and the ability to work independently and travel semi-regularly. The position reports to the VP of Customer Success and Enablement. Kitman Labs offers a competitive salary, equity, pension plan, health insurance, life assurance, wellness perks, and flexible work options.

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
• Meaningful equity
• Pension Plan
• Fully paid health insurance for employee & dependants
• Life Assurance
• Wellness Perk
• Flexible workplace with options for office-based, hybrid and remote working