The Kitchen is one of the fastest-growing companies in pickleball and we’re seeking someone to be the first point of contact with our clients. We work with the biggest pickleball brands and many non-endemics, including Shopify, Liquid I.V., Plunge, New Belgium, Reign Storm, Olukai, Anheuser-Busch, and many more. Client success and happiness are of the utmost importance to The Kitchen.
We're searching for a Client Success Manager who has strong relationship-building and listening skills and can see a partnership from our client’s perspective. This person will ensure that clients achieve their desired outcomes by actively managing relationships, identifying needs, deeply understanding their products and services, and proactively addressing challenges to maximize customer satisfaction and retention. The goal is to foster loyal, long-term, equitable client relationships, minimize customer churn, and create outspoken advocates for The Kitchen.
This person must be in Austin or willing to relocate.
Benefits:
- $60,000–$80,000 annual salary
- Unlimited vacation within reason
- All the free pickleball swag and gear you could want
- Hobnob with celebrities we have established relationships with, such as Jamie Foxx, Drew Brees, Rob Gronkowski, etc.
- A chance to get owned on the court by our founder Jared Paul, while owning our co-founder Dane Iliff!
Client Success Manager Responsibilities:
- Relationship Management: Establish and maintain strong, trusting relationships with clients through regular communication and check-ins.
- Client Understanding: Deeply understand client needs, goals, and pain points to tailor solutions and effectively leverage our ecosystem for each client.
- Customized Plans: Develop customized partnership plans, including actionable deliverables and timelines.
- KPIs: Outline Key Performance Indicators (KPIs) when applicable.
- Internal Communication: Communicate the partnership plan to our Director of Operations and Content Directors, and log deliverables into our task management software.
- Deliverables Monitoring: Monitor client deliverables, working closely with senior leadership, marketing, and technical teams to ensure a seamless customer experience.
- Upselling Opportunities: Identify potential up-sell opportunities for clients.
- Client Support: Efficiently resolve client concerns and inquiries, acting as the primary point of contact for support.
- Retention: Work to retain clients by managing contract renewals and proactively addressing potential churn risks.
- Deliverable Execution: Check off deliverables as executed and log engagement results.
- Event Coordination: Work with the events team to ensure all client deliverables are met at The Kitchen’s curated and large-scale events.
- Feedback Gathering: Gather feedback from clients to identify areas for improvement and advocate for their needs within the company.
- Data Analysis: Analyze deliverables data to identify trends, opportunities, and areas for improvement.
Requirements:
- Three or more years of experience in client facing roles
- Basic knowledge of pickleball
- High attitude and high aptitude
- Strong attention to detail and process-oriented
- Project management and organizational skills
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Deep understanding of The Kitchen’s products and services
- Ability to build rapport and manage client expectations
- Customer-centric mindset and focus on driving value
- Data analysis and reporting capabilities
- Ability to adapt to changing client needs and a fast-moving market
