Customer Success Representative

About Front Rush
Front Rush is the largest provider of technology for recruiting, compliance, roster management and sports operations. We provide robust features and deep integration with campus information systems that athletic administrators need and pair that with the most highly-reviewed coach experience on the market. We now have a larger customer roster than all other vendors in the space combined, with nearly 10,000 teams at more than 1,200 colleges and universities across all levels of the National Collegiate Athletic Association, the National Association of Intercollegiate Athletics and the National Junior College Athletic Association.

Customer Success Representative Job Details
We are looking for a detail-oriented customer success representative to join our team. Your primary function would be to interact with college athletic department staff members (including coaches, compliance officers, administrators and athletic directors) to maximize their success in utilizing the newly-upgraded product offering of Front Rush. You will act as the main point of contact for assigned user groups. You will also be responsible for providing ongoing training, best practices and assistance to our existing customer base to ensure client satisfaction.

Responsibilities

Leadership and Management

Represent Front Rush in a positive and professional manner
Work with all personnel and outside contacts to ensure client satisfaction and achieve customer success goals
Identify areas of improvement in the company and assist in creating and implementing solutions
Arrive to work and meetings on time and prepared
Perform any other duties assigned by your manager

Implementations & Customer Success

Manage new account set ups, training and customer onboarding for football accounts
Provide consistent, prompt support to football accounts as assigned to ensure customer satisfaction
Maintain relationships with existing football customers in a designated territory – including conducting phone and email customer support, regular check ins via email, phone and webinars as required
Conduct regular “health scoring” of football accounts to identify high risk clientele, and create action plans to mitigate risk
Recommend product improvements to the product team as needed
Ensure all quarterly customer retention targets are met
Collaborate with other members of the customer success team to improve overall process and customer success methodology
Follow best practices for customer success
Conduct CRM updates regularly, including maintaining active client roster
Work with sales to identify new opportunities with existing customers

Requirements

Minimum of 2 Years in a Customer Success, Customer Support or similar role
BS/BA
Positive attitude, exemplary work ethic, and reliable team member
Excellent oral and written communication skills.
Detail-oriented and high organizational skills with ability to manage many different responsibilities
Experience with salesforce or similar CRM
Experience in Football at the NCAA level either as a player, coach, staff member, etc.
Experience with NCAA regulations and college athletics

Benefits

Medical, Dental, & Life Insurance
Pre-Tax Flexible Spending Account
401(k) Match Up to 3%
Parental Leave
Wellness Reimbursement Program
Some remote working after initial ramp-up period

Location

Remote employees will be considered for this position
Offices are available in certain areas of the country

Front Rush, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state, and local laws.

NCSA College Recruiting