Catapult

Customer Success Manager

• Account manage a select portfolio of teams within your dedicated territory
• Educate customers on best practice when utilizing Catapult technology and value proposition
• Drive new business success & contract extensions through various activities, including performing on-site and virtual product demonstrations. This includes cross selling and upselling across the product platform
• On-going remote support to our growing customer base on Catapult’s entire range of athlete monitoring hardware and software solutions
• Customer service initiatives, follow-up calls, visits, emails and communication central to creating a great customer experience
• Maintaining Client Health through active account management
• Product feedback and innovation internally
• Provide evidence based, scientific materials for marketing, internal and external purpose
• Maintain a large database of information
• Aid in the data analysis of our elite teams where required
• General representation of Catapult at domestic and international conferences where required
• Research and development of Catapult’s product stack

Customer Success Specialist

Support Engineer

• Provide technical support assistance to clients through phone, email or live chat conversation.
• Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.
• Deliver remote on-boarding to new users as required
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Knowing when to escalate problems to the Senior Product Support Technicians
• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.
• Create support content for the online help center, as required
• Help validate new software features, including getting hands-on with the technology out in the field.
• Help validate and update support processes.
• Work collaboratively with other members of the global support team and engineering department , including testing, staging & servicing of devices when required.
• Attend onsite client visits and special events as and when required.
• Work on-call over weekends as required

Customer Success Specialist

Product Support Technician – Performance and Health