Client Account Manager

About World Sport Action

World Sport Action (WSA) is a leading provider of intuitive, intelligent sport SaaS platforms. With a focus on innovation, quality, and customer satisfaction, WSA helps sporting bodies achieve their goals and drive growth. Our cutting-edge solutions are designed to enhance the administration, engagement, and overall experience for all participants in the sports ecosystem. By leveraging advanced technology, AI, and data analytics, WSA ensures that organizations can operate more efficiently, make informed decisions, and foster stronger connections within their communities. Our commitment to excellence and continuous improvement makes WSA a trusted partner in the sports technology industry

About the Role

The main focus of this position is the implementation of WSA platforms with our customer organisations, their affiliated organisations, and the ongoing support of our customers. Being able to resolve and respond to incidents and questions in the shortest possible time frame with the highest level of quality and customer satisfaction. Working with the team to identify patterns of problems and the required enablement.

Job responsibilities:

• Assist with the onboarding of new customer organisations
• Assist with pre-sales support for customers' affiliated organisations
• Manage the incident requests from customer and their affiliated organisations
• Work with the Development team to identify and resolve platform-related incidents
• Work with the Development team to identify and design better user functionality to reduce incidents and customer enablement
• To put in place better systems and processes to improve platform and customer support
• Share knowledge amongst the team
• Create clear and consistent product documentation and enablement
• Work closely with product and design stakeholders to understand end-user requirements
• Advocate for improvements to product quality, security, and performance
• Occasionally respond to escalated calls on weekends and after-hours to assist with troubleshooting production operations and urgent engineering issues
• Assist with the management of offshore support resources and help desk requirements
• Help and support other team members
• Must be willing and able to travel

Experience:

• Has worked in sport or currently plays sport
• College qualified

Skills:

• Multi-tasking
• Excellent Communication skills
• Excels in a fast-paced environment
• Detail orientated
• Loves Sport