Customer Success Representative, Oceania
ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind.
The ASICS Apps provide digital services and goods focused on helping runners and running events every step of the way. To strengthen our commitment to runners, we are expanding our investment in endurance-related digital services, such as endurance event technology (Race Roster), leading mobile running app (the ASICS Runkeeper app), and other exciting platforms that will help us better serve the endurance industry. Combined, these projects and products makeup ASICS Apps.
Our mission―in the past, today, and into the future―is to contribute to a healthful and sustainable society and to bring joy to the people of the world through movement. Movement is an important element in living longer healthy lives, in feeling more fulfilled, and in crossing national and cultural boundaries to bring the world together. If you are looking to join a fun and innovative company focused on the booming digital health and fitness industry, this is the place for you!
Position Overview
As a Customer Success Representative for Race Roster. You will be an expert on our technology and support services. You will be responsible for delivering clear and concise information to our event organizers, participants and end users in a timely manner through various communication channels (emails, social media, phone support, in-person). You will be relied upon to deliver exceptional customer service and provide creative solutions to event organizer and app user problems. Day to day, you will be responsible for communicating internally cross-department and externally to our clients and end-users. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve. You will also be required to be flexible with working hours including some weekend work and travel to Events.
This position is open to internal and external candidates based anywhere in Australia.
Product Line
This role will be primarily working with the Race Roster product but will have some connection to the other ASICS Apps products as well as working with the ASICS Oceania team.
Responsibilities
Work closely with the Customer Success team to answer incoming inquiries from event organizers, event participants and app end-users to ensure a positive customer experience
Offer support, guidance and training to event organizers, event participants and app end-users via phone, email, video calls + screen-shares, in-person and social media
Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users
Work closely with Customer Success leadership to identify themes, offer solutions and make educated recommendations to our technical team
Submit product bugs & enhancement requests on behalf of the Customer Success Team
Complete projects and tasks that directly impact the success of our customers and end-users
Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams
Work effectively across departments to help exceed customer expectations
Prioritize workload and manage multiple tasks at once
Other duties as directed, including the potential for various ad hoc or special projects as assigned
Education & Experience
Some event management experience preferred
Eager to provide superior customer service and build relationships
Tech savvy and eagerness to learn new technologies
Strong customer service skills with a demonstrated ability to communicate
Strong organization and data management skills
Open to working outside normal business hours
Comfortable with phone, video, in-person and email customer service
Experience in troubleshooting simple and complex customer challenges
Ability to show empathy when needed
Self-motivating, independent
Bonus Education & Experience
Previous CRM experience preferred
Relevant industry experience
Performance Measures
Effective completion of assigned tasks
Efficient use of time and resources
Continuously learning and improving in your role
Quality of work performed
Ability to communicate effectively with other employees at all levels of the organization