Customer Success Representative

Full Time, Internship/Co-op, Contract
Posted 5 months ago

If you’re looking to build your business career (while making a difference in the world) and have a passion for sports, health and/or technology, you might be just the candidate for this role.


HeadCheck Health is looking for an individual who loves building relationships with new people and is passionate about both helping others and being organized. This role reports into the Chief Operating Officer and is part of a small team passionate about helping sports teams do more for their athletes’ brain health by getting the most out of their HeadCheck software. In your role, you will work to discover the current underpinnings of concussion management for our customers, will help tailor the HeadCheck system to support their processes, will communicate regularly to help them improve the quality of care they can deliver and will manage micro budgets to ensure each customer’s first few weeks with the system are a success. Customer Success is more than customer service. Within your role you will have an opportunity to work across departments including helping with product development and ideation, sales consultation, marketing and communication and even a bit of people management all with the lens of delivering the best experience for your customer group.


Key Responsibilities:

  • Engage with customers to understand their current process, areas requiring improvement and then key wins/opportunities throughout the year.
  • Conduct online software training to ensure successful knowledge transfer of switching from paper to technology
  • Work with teams to grow user adoption and coach on concussion testing and best practices with Sports Teams
  • Work with Product and Marketing teams in the development of product-related marketing and communication materials, tools, and internal resources
  • Provide transition support activities for new customers including system configuration, data management, content migration, admin, training, etc
  • Define user stories, process maps and functional requirements working with different lines of business
  • Plan and conduct tests on the software to ensure products meet customer requests and requirements and your quality standards
  • Author blogs/helpful articles, emails, social network posts and other creative elements which may help your customers
  • Create and maintain job aids and reference resources for administrators and end users
  • Manage support call and change requests submitted to the Customer Success queue

Passions, skills, and competencies would include:

  • A passion for helping people.
  • You have a natural curiosity, excellent communication skills, an aptitude for making friends wherever you go and a competitive streak which helps you get the information you need to achieve results.
  • Some understanding of sports and/or the key roles in sports organizations will be helpful for you as you attempt to navigate various organizations and identify the best person to connect with.
  • Strong technical skills including Google Suite, CRM (Salesforce), and web browsing will drive your efficiency.
  • Excellent organizational skills and time efficiency
  • Customer-centric mindset
  • Competence with Google products (drive, docs, sheets, slides)

Job Features

Job CategorySales & Customer Service

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