Customer Success Manager (2 year contract)

About ASICS Apps ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind. The ASICS Apps provide digital services and goods focused on helping runners and running events every step of the way. To strengthen our commitment to runners, we are expanding our investment in endurance-related digital services, such as endurance event technology (Race Roster), leading mobile running app (the ASICS Runkeeper app), and other exciting platforms that will help us better serve the endurance industry. Combined, these projects and products makeup ASICS Apps. Our mission―in the past, today, and into the future―is to contribute to a healthful and sustainable society and to bring joy to the people of the world through movement. Movement is an important element in living longer healthy lives, in feeling more fulfilled, and in crossing national and cultural boundaries to bring the world together. If you are looking to join a fun and innovative company focused on the booming digital health and fitness industry, this is the place for you! Position Overview: The Customer Success Manager (CSM) role involves ensuring event organizer success on the Race Roster platform, while also consulting on technology, reporting, and industry trends. An expert in Race Roster and affiliated products and support services, the CSM assigned to each elite event will work with the race director, and their registration, marketing, or timing teams on adopting and optimizing our suite of tools. This role involves being available outside of business hours for urgent troubleshooting, as well as travel to race weekends and for office visits. As the relationship owner, the CSM will find themselves socializing with customers at conferences or events, an important part of strengthening our business to business relationships. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve. This position is open to internal and external candidates. Product Line: This role will be working with the Race Roster product. Work Location: The successful candidate for this role can be either a remote employee (working 100% remotely from a designated location within Canada), a hybrid employee (flexibility to work in the office or from home at a location within 75 km from the London, ON office), or an in-office employee at our London, ON office. Responsibilities: Manage relationships with elite event customers in assigned portfolio Develop an in depth understanding of all areas of the Race Roster platform, including but not limited to fundraising, timing, onsite app and Runkeeper integrations Lead project management of registration cycles (regular, rush, random draw) Elevate customer experience through custom event configuration / optimization Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users Ensure smooth user experience for the participants signing up for elite events Guide customer on using the Customer Relationship Management (CRM) technology, Marketing Cloud, and other Salesforce (SFDC) products Liaise with internal Race Roster executives and departments to deliver on customer requests, advocate when in best interest of the business (Tech, SFDC, CRM, Sales, Marketing) Respond to organizer inquiries (for assigned events) by phone, Slack and email (with support from CSR team via Race Roster support queues and phones) Work with the internal team to roll out system changes to customers Share new release features with customers, and include training when required Support for colleagues with their elite events during time off or travel Work with the Sales team on solutions to help secure new deals Keep up with customer touchpoints throughout the year Proactively suggest optimization that will save events time and money in administration Bring forward industry trends and marketing strategies that will support event growth Carry out an onsite activation plan including provisions for travel, leadership and People Ops needs Execute responsibilities in accordance with Race Roster company policies Education & Experience: Bachelor's degree or higher 3-5+ years experience in a professional services environment Strong customer service skills Strong organization and relationship management skills Bonus Education & Experience: Relevant industry experience The successful candidate for this role will become an employee of Race Roster North America Corporation (doing business as ASICS Apps Canada), a subsidiary of ASICS Corporation, a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offenses, genetics, disability, age, marital status, family status, veteran status, or fitness level. Accommodations are available on request for candidates taking part in all aspects of the selection process. Job applications will be reviewed by Rippling's AI. This posting is for an existing vacancy.