About PlayVS:
The fastest-growing High School and Collegiate sport in America isn’t basketball or football—it’s esports—and PlayVS is the official platform for High School and Collegiate esports. PlayVS is early in its journey to redefine the future of scholastic esports and we offer an incredible, full-stack esport platform—game integrations, team building tools, leagues, tournaments, and schedules—and our software products tie everything together into a cohesive experience.
About the Role:
PlayVS’s Customer Success Representatives are ultimately responsible for the complete post-sales lifecycle of our schools, and through strong relationship-building, product knowledge, planning and execution, users will derive maximum value from participation in our esports leagues. Few roles provide such a direct impact on the growth of the company. You will become a trusted advisor to coaches, team captains, and players,will deeply understand their needs, and will help them maximize the value they get from PlayVS. You will be the user’s internal advocate, helping ensure an excellent player experience, and gathering feedback on ways that PlayVS can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.
What You’ll be doing:
- Lead the post-sale engagement, retention, and growth of your customers partnered closely with the sales team
- Teach PlayVS’s full product suite to our coaches, players, and schools, helping them to successfully onboard and utilize those tools to address their goals and objectives
- Develop playbooks that drive adoption and success for our customers using customers’: stories, goals, reasons for purchase, upsell moments/behaviors and churn reasons
- Onboard new clients, maintain existing customers, negotiate renewal, and proactively mitigate churn
- Manage customer relationships, development of new processes and their implementation. Advocate for improving/enhancing existing capabilities where appropriate.
- Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the PlayVS user experience
- Support expansion of your accounts–identify opportunities, drive business outcomes, ensure customers are successful in partnership with the sales and operations teams
- Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
- Aligned with the cross functional partners on business priorities, product roadmap, review services satisfaction, share usage patterns or insights, and identify product expansion opportunities
We’re Looking For Someone With:
- 3+ years of experience in a client-facing role ideally customer success, managing relationships with preferably working with a technical product in the ed tech space.
- Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses
- Strong analytical skills and operating rigor
- Strong executive presence and presentation skills, particularly for client-facing meetings with multiple stakeholders
- Proven track record of achieving targets and goals, preferably in a sales setting
- Track record of managing large, complex projects and/or programs
- Has handled difficult customers or situations and can demonstrate resolutions
- Willingness to tackle things on your own
- Must work within a team environment with sales and services peers
- Familiarity with Salesforce, Intercom, and other customer-oriented SaaS solutions is a plus
- Ability to navigate data and people to find answers
- The motivation and flexibility to work well in a high-growth environment where things change quickly
