The Kitchen is one of the fastest-growing companies in pickleball and we need 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 is of the utmost importance to The Kitchen.
We're searching for a Client Success Manager who has strong relationship building and listening skills, and has the ability to see a partnership from our client’s perspective. This person will ensure that clients achieve their desired outcomes by actively managing the relationship, identifying their needs, having a deep understanding for their products and services, and proactively addressing challenges to maximize customer satisfaction and retention. The goal for all of our clients is that they are loyal and outspoken advocates for our brand, that we foster long-term equitable relationships, and minimize customer churn.
This person must be in Austin or willing to relocate.
Benefits
- $75,000-$95,000 annual salary
- Unlimited vacation within reason
- All the free pickleball swag and gear you could want
- Opportunities to meet not only the stars of the pickleball world, but also 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
- Establish and maintain strong, trusting relationships with clients through regular communication and check-ins
- Deeply understand client needs, goals, and pain points to tailor solutions to ensure we effectively leverage our ecosystem for each client
- Develop customized partnership plans which include a series of actionable deliverables and timeline of deliverables
- Outlining Key Performance Indicators (KPIs) when applicable
- Communicating the partnership plan to our Director of Operations and Content Directors
- Logging the partnership plan and deliverable dates into our task management software
- Monitor client deliverables while working closely with senior leadership, marketing, and technical teams to ensure a seamless customer experience
- Identify potential up-sell opportunities for clients
- Efficiently resolve client concerns and inquiries, acting as the primary point of contact for support
- Work to retain clients by managing contract renewals and proactively addressing potential churn risks
- Checking-off deliverables as they are executed and logging engagement results
- Work with events team to ensure that all client deliverables are met at The Kitchen’s curated and large-scale events
- Gather feedback from clients to identify areas for improvement and advocate for their needs within the company
- Analyze deliverable’s data to identify trends, opportunities, and areas for improvement
Important Leadership Traits
- 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
