The Professional Services team is looking for a Professional Sports Service Manager to join their team. Their role is to establish and manage all professional processes and standards across all products (Hockey, Soccer, Football and Lacrosse). The Professional Sports Service Manager also works directly with the key departments including Operations, Product and Engineering to ensure that contractual obligations are met, product defects or issues are documented and resolved, and that updates are properly tested and deployed.

  • Document and communicate all professional services processes, identifying RACI parties for each
  • Oversee the implementation, operation, and management of tools to track and report on all customer service and support requests
  • Develop, implement, and report on departmental metrics including service/support performance, system usage and customer satisfaction
  • Develop and implement proactive customer engagement processes to promote increased and optimized system usage and satisfaction
  • Work with Data Analyst team to track the status of the automated deliverables
  • Work with Product, Engineering and Data Analyst teams to ensure that product defects are properly logged and prioritized, that completed fixes are properly tested and deployed
  • Work directly with Operations Managers to ensure that all Operational processes are executed in accordance with contractual requirements and SLAs, and that any exceptions are properly escalated and communicated
  • Develop tools and best practices with team members to continually improve the quality, effectiveness and efficiency of processes
  • Work with Product and Engineering teams to ensure that product defects are properly logged and prioritized, that completed fixes are properly tested and deployed
  • Identify and resolve risks associated with the delivery and/or provision of customer contracts; manage client expectations throughout length of contracts
  • Minimum 3 years’ experience in account management or customer success
  • Able to effectively communicate key information to all audiences
  • Proven ability to build and maintain successful positive relationships with customers, team members and cross-organizational department stakeholders
  • Ability to defuse and resolve difficult situations
  • Strong consultative skills
  • Skilled at assessing client needs, developing proposals, and delivering solutions
  • Excellent negotiation and diplomacy skills, with a high degree of tact and persuasiveness
  • Excellent speaking skills, including presentation experience to large and diverse audiences
  • Strong problem identification and problem resolution skills
  • Experience working in Sports; Hockey, Soccer, Football and/or Lacrosse
  • Comprehension and experience with statistics
  • Experience building graphical visualizations to highlight statistical measurements
  • Expert level MS Excel
  • Experience with Salesforce / Supportforce
  • Competitive salary
  • Flexible work schedule
  • Comprehensive benefits program
  • A cooperative and fun work environment
  • A dog friendly office
  • An endless coffee, tea and candy bar!

Tags

Pro Services

Location

Sportlogiq HQ

Sportlogiq HQ 5455 Av de Gaspé, Suite 570
Montréal, QC H2T 3B3