Applied Performance Specialist

Kitman Labs is the performance intelligence company, disrupting and transforming the way the sports industry uses data to unlock the potential of the world’s top athletes.

Driven by a passion to innovate in the areas of sports performance, analytics and user experience, we have assembled a team of the industry’s top data scientists, sports performance scientists, product and software designers and engineers.

Kitman Labs’ advanced operating system, the Intelligence Platform (iP) is now used by over 2000 teams in 50 leagues on 6 continents, including the NFL, Premier League, National Women’s Soccer League and MLS.

The Role

We are seeking highly motivated and knowledgeable individuals to join our team as an Applied Performance Specialist based in the US. The ideal candidate will have experience in either elite level sport or in account management specifically with providing technical support.

An Applied Performance Specialist is a crucial member of the Field Team. As an Applied Performance Specialist, you will be the primary point of contact for customers seeking assistance with our products and services. You play a critical role in the customer experience and set the tone from day one. Your main goal will be to ensure customer satisfaction by getting customers to use the Kitman Labs Intelligence Platform proficiently, providing timely and effective support, troubleshooting technical issues, and offering solutions to enhance the user experience. You will play a key role in the Onboarding and Deployment of a new customer as well as helping drive the adoption of iP and helping the organization to maximize their usage.

This is a unique US-based remote working opportunity that is well-suited for individuals with knowledge of high-level sports who are keen to assist a variety of practitioners across multiple sports. This position reports to the VP of Customer Success and Enablement.

Applied Performance Specialist's Expectations:

• Provide day-to-day support and resolve customer challenges via e-mail, phone calls, face-to-face conversations, and our in-platform support tool, Intercom.
• Collaborate with sales team members to ensure client objectives are understood and can be executed immediately and effectively.
• Develop resources and disseminate information to coaches & practitioners through face-to-face meetings, electronic means, reports and presentations
• Contribute to Customer success by collaborating with both internal team members and key customer stakeholders to develop proactive strategies to best assist organisations while also addressing their real-time needs.
• Improve customer experience by helping improve their efficiency and processes to unlock greater productivity.
• Commitment to being a team player willing to work closely with Performance Strategists to collaborate across functions such as sales, product management, Engineering, and Data science.
• Display the ability to think critically and creatively to both solve problems and prioritise to most effectively support the Kitman Labs team and customers.
• Provide on-call and at times scheduled weekend support to the Kitman Labs customer base via the in-platform tool Intercom.
• Maintain appropriate account and system documentation via the usage of Salesforce and Jira platforms.
• Follow and implement established processes and best practices associated with creating Customer Success via technical support including:

- Account setup and creation

- System training and education

- Assistance with data migration, management, and analysis

- Knowledge, adherence, and application of industry standards for both data security and clinical best practices.

Minimum Qualifications:

• Excellent communication & presentation skills, specifically utilising Google Workspace tools.
• Ability to take initiative and work independently.
• Ability to travel semi-regularly.
• Proven technical background and commensurate education (Bachelor's Degree minimum
• Minimum 3 year of experience in any of the following areas:

- Elite Level Sports

- Sport Technology

- Customer support, service, or account management (preferably in a sports-related industry or business.)

Preferred Qualifications:

• Proven technical background.
• Nice to have but not required – A degree in a field related to the Applied Performance Specialist role.
• Demonstrated track record of an ability to understand principles focusing on performance optimization, injury prevention, and applied sports science.
• 5+ years working in or with Elite Sporting Organisations.
• Experience in the Sports Technology industry.
• Experience with Athlete Management Systems and Electronic Medical Record platforms.
• Experience working with medical data, performance metrics, or other sensitive data types.

Benefits

At Kitman Labs we pride ourselves on being the best and working with the best, so it should be no surprise that we are also dedicated to keeping the best through building a world-class work culture. We truly believe that a successful company begins through having an outstanding and inspiring culture, so our benefits reflect this:

- Competitive salary

- Meaningful equity

- We Partner with Trinet to provide a full range of benefits including health, vision, dental, life cover, income protection & 401k assistance

- Wellness Perk

Diversity

In addition to building a team with diverse skill-sets, Kitman Labs is committed to hiring people with diverse backgrounds. We do not discriminate based on age, civil or family status, disability, ethnicity, gender, race, religion, or sexual orientation. If you are a person with a disability and require assistance during the application process, please let us know.

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