Customer Success Manager - Payments & Membership

Pitchero, the UK's leading digital sports platform for community sports clubs, seeks a passionate and highly motivated Customer Success Manager to join our growing team. 

In this role, you will become a product specialist providing onboarding, support and assistance to clubs using the Pitchero Payments and Membership features.

This feature is used by clubs to process club memberships, match fees, tickets, fundraising, tour money, and more.

Your day-to-day role will be supporting each club, building excellent relationships with club staff and volunteer officials, and providing expert advice and coaching.

Your primary objective will be to help clubs reduce internal administration and paperwork by adopting Pitchero online payments and membership tools for all club payments. (Pitchero research shows a club that moves membership payment collection online can increase their total membership revenue by 30%).

You will provide online support and training, phone calls and video webinars.

This is not a cold-calling role. All clubs under your management will be committed to Pitchero, who in most cases, will be already paying for our services. Your role is to take these clubs to the next level, by coaching them to adopt modern digital payment and membership software.

You will do this by offering case studies, training and practical advice as well as technical support. You will be supported internally by members of the Pitchero Support and Marketing Team. 

Requirements

• An excellent communicator who can win trust from club volunteers.
• A natural mentor who can coach volunteers.
• Excellent attention to detail, with the ability to manage hundreds of accounts, each at different stages of their customer journey.
• Previous sales or call experience. The vast majority of this role will be spent on the phone with club officials. You must be prepared for a high call count and long telephone conversations.
• CRM software experience.
• An excellent understanding of community grassroots sports and the challenges volunteers face running large membership organisations.
• A highly motivated and positive attitude. All of the customers will be volunteers whose time is at a premium. You must be able to build trust, becoming a key supporter of each club and providing sensible and trustworthy advice.
• A good understanding of digital services; how to use websites, mobile apps, online payments and banking.
• Ability to work flexible hours.

Benefits

• Full time (flexible hours would be considered)
• Healthcare cash plan
• Open plan office with break-out areas and a kitchen
• A great location just off the M62 with good bus links and free parking
• Regular team socials and incentives based on team targets
• Free parking
• Salary £30,000