Job details
Salary $75,000 - $115,000 a year job type full-time number of hires for this role 1
Qualifications
Customer support: 3 years (required)
Bachelor`s (preferred)
Us work authorization (preferred)
Full job description
Maxone is recruiting sports-loving professionals for an opening to lead and manage our customer success team.
If you have a passion for sports technology, youth sports in general, consider yourself to be customer centric, process oriented, have excellent communication skills, a diligent work ethic and are feverishly organized this may be a great job for youIf you have all of that plus an enthusiastic drive to succeed, we would love to talk to you about our vp customer success position.
This job is a remote work position and reports directly to the company’s ceo.
Every day, hundreds-of-thousands of volunteer coaches, directors, and managers make an impact on the lives of millions of young athletes through sportsIn addition to providing skills and drills, coaches mentor and inspire youth athletes to become strong young-adults with the life skills necessary to excel in life beyond their time in youth sports.
At maxone, our mission is to make coaching available to youth athletes anywhereWe help coach volunteers become more powerful and make their lives easier with the youth sports segment’s best virtual coaching platform (‘vcp’) solutionMaxone vcp helps coaches build and distribute custom training, workouts, and coaching directly to their players’ phones thereby supporting, supplementing and enhancing in-person coaching activitiesLearn more at https://maxone.ai/.
We`re looking for people who are driven by excellence, have a passion for building something meaningful, and love to bring that a-game everyday.
Now is your opportunity to join a team that is not only building a great company, but also making a difference in the lives of youth athletes everywhere.
Vice president of customer success
The mission for maxone’s vp customer success is to oversee and support all of the company’s strategic customer relationshipsThese customers are large youth sports organizations (ysos), businesses and brands serving the youth sports market, governing bodies, large associations and technology providers supporting youth athletics.
The vp customer success will be responsible for not only supporting the company’s key customers and providing account management oversight making each customer a successful revenue generating business relationship, but also conceiving, defining and installing processes such that other customer success team members will follow the established processes as the company acquires new customers.
The customer oversight led by the newly hired vp customer success will include managing all elements of a customer partnership, including, but not limited to onboarding into the virtual coaching platform (vcp) mobile app, guiding the customer’s go-to-market execution, including collaboration on strategy, marketing, execution, measuring results, and making adjustments, partner relationship management including establishing kpis and facilitating quarterly business reviews (qbr) with each customer partner to ensure optimal results.
Outcomes for vp of customer success
> ensure customer satisfaction and ultimately customer retention
> achieve revenue growth as per financial plan for each customer and report actual results versus plan each month
> measure the conversion of all marketing activities executed with the customer partner to support the customer and ensure revenue growth resulting from the engagement
> create and launch a practice of measuring maxone performance for each customer via a customer satisfaction surveyResults to be reported at each qbrMaintain a greater than 4.5 (1-5 scale) customer rating
> work closely with the product team to negotiate the most optimal feature set and user experiences for maxone customers
Responsibilities:
> lead and build a team of customer success professionals and account managers
> oversee and participate in all critical account management responsibilities after a new customer is secured
> participate with business development to secure and onboard new partner relationships
> for partners who are resellers, optimize and measure the partner’s digital marketing efforts to ensure success outcomes
> chair weekly status meetings with reach strategic customer including project management diligence, setting and following call agendas, tracking & reporting results, raising partner support issues and recommending suggestions for optimizing results
> escalate to executive level at both customer and maxone when resolution paths are blocked
> coordinate cross functional teams, prioritizing resources, defining and managing issues, establishing success criteria, action planning, including owners and timelines to ensure optimal execution
> define strategic account processes and cross functional service level agreements
> identify areas of improvement for the company’s customer success efforts including, but not limited to streamlining support, optimizing digital marketing efforts, increasing revenues etc.
> lead weekly meetings with the product team and provide input into our product roadmap
Basic qualifications:
> bachelor’s degree (mba preferred)
> minimum of 5 years` experience in account management, project management, or managing major accounts, interacting with 3rd party partners, and/or managing cross functional teams
> experience with, coursework, or other training in the fundamentals of strategic account management or project management (pmi)
> digital marketing experience and sophistication a major plus
> experience proactively innovating solutions; designing, launching and measuring process improvements to achieve finitely measurable outcomes
> excellent communication skills (both verbal and written)The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
> strong organizational skills with the ability to manage multiple tasks simultaneously
> client focus and ownership, use of own initiative and a proactive approach to work
> ability to facilitate conversations with large groups remotely
> crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
> ability to maintain calm during stressful situations
> ability to translate technical incidents into business terms
> understands a customer`s issue and demonstrates real concern
> adaptability to new processes and expectations
Desired skills and abilities:
> leadership
> strategic decision-making
> innovative
> professional
> adaptable
> respectful
> communication, listening & relationship building
> conflict management
> detail oriented
> collaborative
> organized
Why maxone:
> total rewards: we offer a competitive salary, stock options, and health benefits.
> self-managed time off: awesome people need time off to maintain balance in their lives in order to deliver exceptional resultsTake time as you need it, when you need itMaxone offers unlimited time off for a variety of reasons such as, but not limited to, vacation, personal days, sick time and bereavement.
> flexibility: giving team members a high degree of ownership is key to creating a high performance cultureWe trust you to do your workThere’s no set work schedule or fixed stop and start timesMaxone has the technology and team-centric culture required to support you to do what’s needed, wherever you need to do it.
Equal employment opportunity
Maxone is committed to equal employment and advancement opportunities for all employees and candidates for employment without regard to race, color, ancestry, national origin, religious creed, gender, physical or mental disability, veteran status, sexual orientation, age or marital status in accordance with the applicable laws and regulations.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
About maxone
Maxone’s virtual coaching platform (‘vcp’) empowers organizations, coaches, and athletes with a digital solution to train, connect and grow together, anywhereWith an increasing list of demands, directors and coaches need to be smarter in the development of their training programs and in the use of their time and resourcesMaxone’s vcp features cutting edge training tools, creating the most sophisticated and engaging on-demand digital training experience available.
Job type: full-time
Pay: $75,000.00 - $115,000.00 per year
Benefits:
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to friday
Education:
Bachelor`s (preferred)
Experience:
Customer support: 3 years (required)
Work location:
Fully remote
Work location: remote
