Asics Apps

ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind. The ASICS Apps provide digital services and goods focused on helping runners and running events every step of the way. To strengthen our commitment to runners, we are expanding our investment in endurance-related digital services, such as endurance event technology (Race Roster), leading mobile running app (the ASICS Runkeeper app), and other exciting platforms that will help us better serve the endurance industry. Combined, these projects and products makeup ASICS Apps. Our mission―in the past, today, and into the future―is to contribute to a healthful and sustainable society and to bring joy to the people of the world through movement. Movement is an important element in living longer healthy lives, in feeling more fulfilled, and in crossing national and cultural boundaries to bring the world together. If you are looking to join a fun and innovative company focused on the booming digital health and fitness industry, this is the place for you Position Overview The Customer Success Manager (CSM) role involves ensuring event organizer success on our platform, while also consulting on technology, reporting, and industry trends. An expert in our products and support services, the CSM assigned to each elite event will work with the race director, and their registration, marketing, or timing teams on adopting and optimizing our suite of tools. This role involves being available outside of business hours for urgent troubleshooting, as well as travel to race weekends and for office visits. As the relationship owner, the CSM will find themselves socializing with customers at conferences or events, an important part of strengthening our business-to-business relationships. Product Line This role will be working with both the Race Roster and Runkeeper products. Work Location **Responsibilities**: - Manage relationships with elite event customers in assigned portfolio - Develop an in depth understanding of all areas of the Race Roster platform, including but not limited to fundraising, timing, onsite app and Runkeeper integrations - Lead project management of registration cycles (regular, rush, random draw) - Elevate customer experience through custom event configuration / optimization - Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users - Ensure smooth user experience for the participants signing up for elite events - Guide customer on using the Customer Relationship Management (CRM) technology, Marketing Cloud, and other Salesforce (SFDC) products - Liaise with internal Race Roster executives and departments to deliver on customer requests, advocate when in best interest of the business (Tech, SFDC, CRM, Sales, Marketing) - Work with the internal team to roll out system changes to customers - Share new release features with customers, and include training when required - Support for colleagues with their elite events during time off or travel - Work with the Sales team on solutions to help secure new deals - Keep up with customer touch points throughout the year - Proactively suggest optimization that will save events time and money in administration - Bring forward industry trends and marketing strategies that will support event growth - Carry out an onsite activation plan including provisions for travel, leadership and HR needs - Execute responsibilities in accordance with Race Roster company policies Education & Experience - Bachelor's degree or higher - 3-5+ years’ experience in a professional services environment - Strong customer service skills - Strong organization and relationship management skills Bonus Education & Experience - Relevant Industry Experience - Previous work experience with B2B SaaS and Salesforce/Marketing Cloud platforms strongly preferred Performance Measures - Effective completion of assigned tasks - Efficient use of time and resources - Continuously learning and improving in your role - Quality of work performed - Effective oral and written communication - Ability to build and maintain customer relationships - Ability to communicate effectively with other employees at all levels of the organization All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offences, genetics, disability, age, marital status, family status, veteran status, or fitness level.