About the job:
We are seeking a skilled and dedicated Client Relations Specialist to join our dynamic Customer Success team. This member of the team will play a critical role in both a support and account management function as the main point of contact for our clubs after initial onboarding. This role serves as the first line of defense supporting customers. You will be responsible for troubleshooting customer issues, assisting in implementation work, serving as an advocate for our clubs and meeting with existing customers several times a year to gauge and improve customer satisfaction. As a member of the Customer Success team, you will collaborate closely with various internal teams, including Product, Engineering, Sales, and Operations.
Job Type: Full-time
Location: Fully remote - must be US based and have US citizenship (some travel required)
Salary Range: $60 - 70K
Company Overview:
Whoosh (www.whoosh.io) is developing modern club operations software to help private clubs manage everything from the course to the clubhouse. Backed by top-tier VC investors like AlleyCorp, Craft Ventures and 8VC, we are a B2B SaaS company focused on disrupting and modernizing the golf, racquet and hospitality industry. Our cloud-based modules have proven to be best-in-class for private clubs nationwide, saving staff upwards of 20 hours a week through one easy to use platform. Our customer facing app gives members an easy and convenient way to book or manage their on-site reservations. While golf was our wedge into the industry, Whoosh supports other club departments including racquets, swimming, fitness, events, dining, and more. Used by top 100 golf courses across the country, our software streamlines staff workflows, improves club communications and enables better hospitality and member experiences.
Where you'll make an impact:
- Develop strong and trusted relationships with customers using a proactive approach that ensures the needs of our customer are met.
- Provide ongoing app support, troubleshooting, and basic implementation assistance for clubs.
- Schedule regular meetings with customers to ensure they are satisfied and supported.
- May include initial and ongoing training, check in calls, and end of season/start of season planning calls.
- Track and manage customer satisfaction by creating internal reporting around the overall health of existing customers.
- Collect feedback from clubs to prioritize features and understand workflows that are essential to club operations.
- Coordinate learnings with the Product Team to assist in product roadmap decisions.
- Collect bugs/support related issues, help troubleshoot, and escalate to the Engineering and Product Team accordingly.
- Identify upsell opportunities, in coordination with the Sales Team.
- Assist Product and Marketing Teams in developing marketing materials and proposals.
- Collaborate with various internal departments to ensure they fulfill all customer requests.
You'll be successful if you have:
- Bachelor's degree in a relevant field or equivalent practical experience.
- 3 years of experience in a Customer Success, Customer Support, or Account Management related role; private club industry knowledge is a plus.
- Experience understanding our customers wants and needs, setting expectations and providing feedback to our product team.
- Ability to work effectively with cross-functional teams and all levels of management, internally and externally.
- Familiar with a Customer Ticketing System; Hubspot CRM & Service Pro experience is a plus.
- Ability to work in a fast paced environment and adapt to changes.
This job is ideal for someone with the following traits:
- Corporate Athlete - we are looking for a self-starter who can wear a lot of hats and works creatively and collaboratively to get the job done
- People & Hospitality-Oriented - enjoys interacting with people, working on new projects and is a consummate hospitality professional
- Process Orientated - enjoys creating playbooks and documenting processes
- Technology Savvy - you embrace new technologies and are not afraid to dig in
- Enjoys Golf - We talk about and are around the game all day, every day.
Perks:
- A fully remote working environment
- A competitive salary and significant equity in a high growth start-up
- Unlimited paid time off to relax and recharge
- Comprehensive health and dental benefits
- Professional development opportunities to support your learning & growth
- Team Taylormade - discounts on clubs and apparel
- Paid parental leave and lots more
Benefits:
- Health insurance
- Health savings account
- Dental insurance
- Vision insurance
- Disability insurance
- Flexible spending account
- 401K
- Paid time off
To apply, please send your current resume AND a cover letter by filling out the application here: https://www.whoosh.io/careers
Only serious inquiries will be considered. We will not accept unsolicited submissions from any headhunters or recruitment firms for this position.
