🎯 Your mission
We are looking for a Customer Success Team Lead to become part of our Supply team, working directly with sports clubs. This role is responsible for managing a team of 3-5 Customer Success Specialists, and will report to the Head of Customer Success. As a Customer Success Team Lead, you’ll play a key role in building and maintaining strong relationships between sports clubs and Playtomic. If you are someone who has a tremendous amount of energy, curiosity and is persuasive… this is the role for you!
👩🏽💻 What you’ll be doing
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Create long-term relationships with our partners through proactive and regular communication, supporting in everything they need and building engagement to our platform. This includes weekly and monthly business reviews and face-to face meetings.
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Improve operational performance of our partners making sure we always deliver the best service to our players while increasing Playtomic’s revenue
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Onboard new partners to our platform by providing them with all the information and tools they need to start working.
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Reduce partner churn by maintaining a very close relationship and being their preferred partner.
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Identify and analyze the needs of churned and inactive partners in order to build an action plan for reactivation
☝️ What you’ll be doing as Team Lead
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Manage a team of Customer Success Specialists ensuring goal achievement and efficient work prioritization
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Monitor business KPIs, understand its nature and evolution to develop ad-hoc action plans that move us closer to our goals
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Centralize the product requests and feedback from your team, understanding and prioritizing these needs in order to escalate it to the Head of Customer Success
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Be the main point of contact for the Regional Managers of the countries where the clubs that your team manages are.
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Lead key contract negotiations, supporting the customer success specialists to get the most sustainable economics for both parties
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Train your team on new feature releases so they can communicate it properly to our clubs
👥 Who you’ll be playing with
You'll be managing a team of Customer Success Specialists and reporting to the Head of Customer Success.
🦄 Our Ideal "Player"
- 4+ years of work experience in Account Management or Customer Success roles
- 2+ years of experience managing a Team of at least 2 reports
- Expertise in Excel/Google Sheets is a must
- Strong negotiation, communication, and interpersonal skills.
- Problem solver, highly organized and detail oriented
- Comfortable working in a fast-paced, high-growth and high-performance organization
- Fluency in Spanish and English. Portuguese is a plus
- Located in Milan or Rome
🤓 Extra points
- Project management experience
- Knowledge of visualization tools like Looker, Tableau, etc.
- Racket-sports lover!
🤝 What’s in it for you
- Salary: Depending on experience, to be discussed in the first meeting
- Budget for personal training
- 23 days of vacation + day off on your birthday + 2 days off for Wellness days in August.
- 1 additional day off per year worked.
- Social benefits (63€ a month in one of these: health insurance/tickets restaurant), flexible spending (pre-tax) in training, kindergarten, and transportation - available in Spain but not Italy
- Gympass discounts in several plans that include gyms, personal classes, access to free apps for wellbeing, nutrition etc.
- Perks related to the brand and our sponsorship agreements
- Summer work schedule (July-August 7h/day Monday to Friday)
- Hybrid/Remote work flexibility.
➡️Our hiring process
Last, and for you to start warming up, we want to show you what our process looks like:
- People Interview
- Technical Interview with our Head of Customer Success
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Business Case & Presentation to our Global Supply Director, Head of Customer Success and Product Marketing Lead
About PLAYTOMIC 🎾
We're world’s largest racket sports App for players and clubs. Our goal is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing.
Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main world players in sports digitalization. You will find +150 co-workers around the world with headquarters in Spain and offices in Madrid, Italy, Portugal, Sweden, Finland, Belgium, UK, USA and Mexico.
👉🏼 Take a look at our candidate playbook!
