Universal Tennis

Customer Success Manager

• Manage and grow the relationship with Tennis Australia in the clubs and academies space.
• Manage and grow relationships with a defined set of providers, clubs, and academies within your assigned region.
• Serve as the primary point of contact for clients, ensuring they are maximizing the value of UTR Sports' platforms and tools.
• Drive client engagement by helping providers grow their events, improve operations, and achieve their own success metrics.
• Foster long-term partnerships through excellent communication, proactive support, and ongoing client education.
• Achieve individual revenue targets by ensuring account renewals and identifying opportunities for growth through upsells and cross-sells.
• Develop strategies to expand business within existing accounts, focusing on growing participation in UTR Sports-supported events.
• Ensure the successful execution of event strategies and promotions in collaboration with your clients to boost participation and revenue.
• Regularly assess client needs and provide tailored solutions that drive revenue growth.
• Work closely with clients to ensure a high level of satisfaction and success using UTR Sports’ products.
• Track and monitor key performance indicators (KPIs) related to client satisfaction, retention, renewals, and account growth.
• Develop and implement plans to address any challenges or risks related to account retention.
• Continuously assess market trends, competitor activity, and consumer/player behaviors to inform strategic decisions to prevent provider churn and ensure a positive player experience.
• Act as a trusted consultant to clients, offering guidance on optimizing their use of UTR Sports' tools to meet their goals.
• Consistently meet or exceed revenue and renewal targets, as well as other KPIs related to client satisfaction and account growth.
• Monitor and report on account health, renewal likelihood, and potential growth opportunities.
• Regularly communicate client feedback and insights to internal teams to ensure UTR Sports' products and services continue to meet client needs.
• Collaborate with other UTR Sports teams, including sales, marketing, and customer success, to ensure clients receive a seamless and consistent experience.
• Identify areas for process improvement and contribute to the development of strategies that enhance efficiency and service quality.
• Utilize internal tools and CRM systems to manage client interactions, track progress, and provide reports on key client and account metrics.

Provider Success Manager

Product Analyst

• Partner with Product, Data Science, and Commercial teams to define and monitor key product metrics.
• Analyze user behavior and feature performance to identify trends, opportunities, and areas for improvement.
• Design and execute A/B tests around product releases and new feature rollouts to validate hypotheses and measure impact.
• Conduct ad-hoc and ongoing analyses of marketing channels and campaigns to support strategic decision-making.
• Build and maintain dashboards and visualizations in Power BI and Fabric to communicate insights effectively.
• Translate complex data into clear, actionable recommendations for stakeholders across the business.
• Ensure data quality, accuracy, and consistency across analytics and reporting.