Applied Performance Specialist

Kitman Labs is a global human performance company, disrupting and transforming the way the sports industry uses data to increase the performance of the world's top athletes. Driven by a passion to innovate in the areas of sports performance, analytics and user experience, we have assembled a team of the industry’s top data scientists, sports performance scientists, product specialists and engineers. The company received recognition by Fast Company in 2019 as one of the most innovative companies in the world.

Kitman Labs’ advanced Outcome-driven Analytics and Performance Intelligence Platform are used by over 700 teams in 50 leagues on 6 continents spanning soccer, rugby, American football, baseball and ice hockey.

The Role

We are seeking highly motivated and knowledgeable individuals to join our team as an Applied Performance Specialist based in the UK. The ideal candidate will have experience in either elite level sport or in account management specifically with providing technical support.

An Applied Performance Specialist is a crucial member of the Field Team. You will be the primary point of contact for customers seeking assistance with our products and services. You play a critical role in the customer experience and set the tone from day one. Your main goal will be to ensure customer satisfaction by getting customers to use the Kitman Labs Intelligence Platform proficiently, providing timely and effective support, troubleshooting technical issues, and offering solutions to enhance the user experience. You will play a key role in the Onboarding and Deployment of a new customer as well as helping drive the adoption of iP and helping the organisation to maximise their usage.

This is a unique remote working opportunity that is well-suited for individuals with knowledge of high-level sports who are keen to assist a variety of practitioners across multiple sports. This position reports to the VP of Customer Success and Enablement.

Applied Performance Specialist's Expectations

• Provide day-to-day support and resolve customer challenges via e-mail, phone calls, face-to-face conversations, and our in-platform support tool, Intercom.
• Collaborate with sales team members to ensure client objectives are understood and can be executed immediately and effectively.
• Develop resources and disseminate information to coaches & practitioners through face-to-face meetings, electronic means, reports and presentations.
• Contribute to Customer success by collaborating with both internal team members and key customer stakeholders to develop proactive strategies to best assist organisations while also addressing their real-time needs.
• Improve customer experience by helping improve their efficiency and processes to unlock greater productivity.
• Commitment to being a team player willing to work closely with Performance Strategists to collaborate across functions such as sales, product management, Engineering, and Data science.
• Display the ability to think critically and creatively to both solve problems and prioritise to most effectively support the Kitman Labs team and customers.
• Provide on-call and at times scheduled weekend support to the Kitman Labs customer base via the in-platform tool Intercom.
• Maintain appropriate account and system documentation via the usage of Salesforce and Jira platforms.
• Follow and implement established processes and best practices associated with creating Customer Success via technical support including:

• Account setup and creation
• System training and education
• Assistance with data migration, management, and analysis
• Knowledge, adherence, and application of industry standards for both data security and clinical best practices.

At a Minimum

• Excellent communication & presentation skills, specifically utilising Google Workspace tools.
• Ability to take initiative and work independently.
• Ability to travel semi-regularly.
• Proven technical background and commensurate education (Bachelor's Degree minimum).
• Minimum 3 years of experience in any of the following areas: Elite Level Sports, Sport Technology, Customer support, service, or account management (preferably in a sports-related industry or business).

Required

• Bachelor’s degree in a relevant field (e.g., sports science, data science, engineering, performance analysis, or related).
• 3+ years of experience in elite sport, sport technology, or performance support.
• Demonstrated technical literacy and analytical capability.

Nice to have

• 5+ years of experience working in or with elite sporting organisations.
• Experience managing or migrating data across systems.
• Knowledge of sports injury prevention, performance optimisation, and applied sports science.
• Familiarity with medical record systems and data governance.