Universal Tennis

Provider Success Manager

Universal Tennis

contract

Posted on:

Location Type: Remote

Location: Australia

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Salary

💰 A$45,000 - A$50,000 per year

About the role

  • 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.

Requirements

  • 2+ years of experience in account management, customer success, or provider services, preferably within the sports or technology industries.
  • Proven ability to manage a portfolio of clients, driving satisfaction, retention, and revenue growth.
  • Strong understanding of client success metrics, including retention, renewal rates, and account expansion.
  • Excellent interpersonal and communication skills, with the ability to build strong relationships with a wide range of stakeholders.
  • Results-oriented and highly motivated, with a track record of meeting or exceeding revenue targets.
  • Proficiency in CRM systems (preferred: HubSpot) and customer success tools, with a strong focus on data-driven decision-making.
  • Advanced proficiency in Google Sheets / Excel, with the ability to build reports and dashboards from scratch using large datasets.
  • Fluency in English and Chinese (written and spoken).
  • Knowledge of the sports industry, particularly tennis or pickleball, is a plus.
  • Ability to travel occasionally within your assigned region to meet with clients and attend events.
  • Experience with UTR tools and technologies, including the UTR TMS, and hands-on involvement in running tennis or pickleball events is a strong plus
Benefits
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Work From Home
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successclient success metricsdata-driven decision-makingGoogle SheetsExcelreport buildingCRM systemsUTR toolsevent management
Soft Skills
interpersonal skillscommunication skillsrelationship buildingresults-orientedmotivatedproblem-solvingstrategic thinkingclient educationproactive supportcollaboration