EDGE10 is hiring a

Customer Success Manager

London, United Kingdom

EDGE10 is perfecting human performance. We provide advanced analytics solutions to the world’s top sports teams. We empower elite sport with actionable insights, leading to faster and higher quality decision making.

We work with over 200 teams across the world including the AFL, NRL, NFL, NBA, EPL, and MLS; and sport is just the beginning, we have even put EDGE10 to work tracking astronaut performance as part of the European space programme.

We’re establishing a new Customer Success Team, based in Central London, in order to deliver a world class customer support experience to our elite sport clients. The new team will sit at the heart of the business, helping to ensure our customers get a great experience from the first moment they use our products.

The Customer Success Manager role, as part of the Customer Success Team, will be responsible for managing our support desk and knowledge base. You will work independently with customers to solve simpler problems, and collaborate with our engineering and sports science teams to diagnose and resolve more complex issues.

The role will be based in Central London. As a progressive business we offer flexible working patterns and the opportunity, in part, to work remotely. International travel and, on occasion, unsociable working hours are to be expected given our global client base.

Key responsibilities will include:

  • Delighting customers with efficient problem solving
  • Management of the chosen support desk solution
  • Management and prioritisation of the support ticket queue
  • Setup and tracking of customer satisfaction metrics
  • Maintenance of the customer Knowledge Base
  • Authoring new help content
  • Experience managing a support desk for a software product
  • Experience working to agreed service levels
  • Experience of technical problem-solving
  • Clear and calm communicator
  • Technical aptitude and confidence
  • Prioritisation and organisation