Applied Performance Specialist at Kitman Labs
Job Description
Kitman Labs is the performance intelligence company, disrupting and transforming the way the sports industry uses data to unlock the potential 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.
Kitman Labs' advanced Intelligence Platform (iP) is now used by over 2000 teams in 50 leagues on 6 continents, including the NFL, Premier League, National Women's Soccer League and MLS.
The Role
As an Applied Performance Specialist, you are a primary point of contact for the customers assigned to you. You lead their onboarding and deployment, get performance, sports science and medical staff genuinely proficient in iP, and provide the ongoing support that keeps them successful on the platform. You will handle technical configuration, manage support across your account portfolio and work alongside Performance Strategists on the accounts you share.
This is a UK-based role covering accounts across the UK and Europe. The role is support-focused at its core - you will be in Intercom, running training sessions, solving configuration problems and making sure customers can do what they need to do in iP. The expectation is that as you build platform knowledge and customer relationships, you take on greater account ownership and grow toward a Senior APS role.
What you'll do
- Lead onboarding and deployment for assigned accounts, driving proficiency and adoption within the first 90 days
- Build working relationships with performance, medical and operations staff at your accounts and act as their primary point of contact for day-to-day needs
- Enable club and organisation staff to get the most out of iP and stay current as new features ship
- Work with Performance Strategists and Sales to deliver platform demos for prospects and customers across the UK and Europe
- Provide responsive customer support through our in platform support system, covering accounts as assigned
- Handle technical account work including account creation, system and module configuration, integration connections, report generation, dashboard building, system maintenance and manual upload guidance
- Bring customer feedback back to Product and Technology by logging feature requests, documenting bugs and supporting product and migration testing
What you'll bring
- A background in elite sport, sports science, high performance or sports technology - you understand how these organisations operate and what they need from a platform
- Experience in a customer-facing role - you are comfortable managing relationships, running training sessions and being the person customers turn to when they need help
- Technical aptitude for SaaS platforms - you pick up new software quickly and are comfortable with configuration and troubleshooting
- Clear written and verbal communication across different audiences, from analysts to heads of department
- Comfortable working independently across time zones with a global customer base
- A degree or equivalent experience in sport science, performance, technology or a related field
Bonus Points
- Hands-on experience with an athlete management system or sports performance analytics platform
- Experience working with or within professional clubs, leagues, federations or governing bodies in football, rugby or another major sport
- Time in a customer success, implementation or technical support role in sports technology
Where this Role can take you
Strong performance leads to a Senior APS role with ownership of our most complex and high-profile accounts across the UK and Europe. Beyond that, as the Applied Performance function grows, there is a clear path toward regional leadership for the right person.