Provider Success Manager

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🕒 February 6

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Universal Tennis

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚽ Sports

☁️ SaaS

💰 Corporate Round on 2018-08

Sports • SaaS • Analytics

Universal Tennis is a global platform that connects tennis and pickleball players with level-based play, leagues, teams, and analytics to help track and improve their game. The platform aims to democratize these sports by offering accurate ratings irrespective of a player's age, gender, or geography. By partnering with clubs, colleges, and federations, Universal Tennis provides insights and solutions for players and providers, making the sports more accessible. The company is known for enabling players to connect and compete at appropriate levels, emphasizing player development and enjoyment.

📋 Description

• 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