ASICS Running Apps – Customer Success Manager, Timer

by Race Roster

Position Type: Full-time
Location: London, ON
Date Posted: Dec 01, 2021
Race Roster

Job Description

 
ASICS Running Apps – Customer Success Manager, Timer

 

Kihachiro Onitsuka founded ASICS in 1949 to realize his desire to nurture the youth of Japan through sports and contribute to the development of society. Our founding philosophy, “Anima Sana In Corpore Sano (A Sound Mind in a Sound Body)”, represents our wish for people all over the world to live healthful and happy lives in both body and mind.

The ASICS brand is especially well known for its connection to running and for producing extremely high-quality running shoes. To strengthen our commitment to runners, we are expanding our investment in running-related digital services, i.e. running event technology (Race Roster™), AI run-coaching apps (the ASICS Runkeeper™ app), and other exciting platforms that will help us better serve the running industry. Combined, these projects and products makeup ASICS Running 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 sports. Sports are 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

The Customer Success Manager, Timer (CSM, Timer) role is responsible for ensuring Timer success on our platform through consulting on technology, reporting, and industry trends with Timer customers. An expert in our products, the CSM, Timer will ensure that each Timer’s race day needs are met through ongoing adoption and optimization of our Timer Tool Suite. This role involves being available outside of business hours for urgent troubleshooting, as well as travel to race weekends and for office visits. This role will require a willingness to learn various software products, as well as an ability to assess and troubleshoot technical issues to solve or escalate urgent issues to appropriate teams. 

This position is open to internal and external candidates.


Product Line

This role will be working on/with the Race Roster product.

Responsibilities

  • Manage relationships with Timer customers
  • Maintain an extensive knowledge and understanding of the Race Roster Timer Tool Suite; including virtual results and leaderboards, Racer Roster scoring systems, Race Roster public application programming interfaces (APIs) as well as 3rd party scoring platforms (Runscore, RM Timing, Race Director and other systems). 
  • Respond to customer inquiries by phone, Slack and email in a timely manner
  • Arrive at creative solutions when a gap in technology has been identified
  • Proactively suggest optimization that will save Timer/events time and money in administration
  • Reduce the need for onsite support by proactively configuring and training on all settings prior to race weekend to ensure customer is supported 
  • Provide ongoing education and mentorship to the Customer Success Specialist, Timer (CSS, Timer) role, to support their independent problem solving skills allowing them to be the first line for support, especially during peak weekend hours
  • Be available outside of business hours for urgent troubleshooting
  • Work closely with the Associate Product Manager of Results to inform product decisions and learn new solutions; including market research via customers, employee interviews/feedback and competitor analysis
  • Work closely with Customer Success Managers (CSMs) who oversee an elite event that is timed by one of our Timer customers
  • Be an advocate for customers in Product Enhancement meetings to ensure customers’ needs are met and that the Timer Tool Suite is evolving to grow and retain customers
  • Assist Account Executives in securing new deals with Timers; this includes presenting in the latter stages of the sales process
  • Provide an excellent onboarding process for new Timer customers, to ensure a smooth transition from prospect to customer
  • Responsible for leading the Timer Tool Suite portion of the new employee onboarding training sessions
  • Provide ongoing training for Customer Success and Business Development teams on changes, advancements and improvements to Race Roster timer tools
  • Ensure all knowledge base and HUB materials related to the Timer Tool Suite are accurate and up to date
  • Responsible keeping for Timer accounts in Salesforce up to date 
  • Attend and socialize with customers at conferences or events, as an important part of strengthening our business to business relationships.
  • Cover for other CSMs during time-off or work related travel 
  • Execute responsibilities in accordance with Race Roster company policies
  • Meaningfully participate in diversity and inclusion initiatives across the ASICS Running Apps teams 

Education & Experience

  • 1-3+ years experience in a relatable industry – technology or endurance
  • 3-5+ years experience in a professional services environment
  • Tech savy
  • Strong customer service skills
  • Strong organization and relationship management skills

Bonus Education & Experience

 

  • Post Secondary education

 

Performance Measures

  • Demonstrated ability to problem solve
  • 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

The successful candidate for this role will become an employee of Race Roster North America Corporation (RRNA), a subsidiary of ASICS Corporation – a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011.


Compensation

TBD



Core values

Personable, Integrity, Expertise, Trustworthy



Application instructions

Send all cover letters and resume’s to careers@raceroster.com

Tell us why you want to work at Race Roster and describe an awesome project or team you’ve worked on in the past. Include the title of the position you are applying for in the subject of the email. Please give us a link to your LinkedIn or any other portfolio website.

Race Roster welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Race Roster is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offences, genetics, disability, age, marital status, family status, veteran status, or fitness level.

Accommodations are available on request for candidates taking part in all aspects of the selection process.