Senior Customer Success Specialist (Motorsport)

Catapult is building the future of sports performance technology, with a mission to Unleash the Potential of every athlete and team on earth. We don't just work in the sporting industry; we are actively changing it.  Since 2006, our solutions have been leading the way in sports performance software, science, and data, in a world where 1% can literally mean the difference between winning and losing.

We work with over 5,000+ teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimize athletes’ health, game-day readiness, and performance, as well as in-game tactics.  

Catapult is a sports technology company that empowers professional teams to make data-driven decisions. We deliver health, performance, video, and AI insights from the locker room to competitive environments, ensuring every decision is an opportunity to gain an advantage, sharpen performance, and build lasting success. 

• Account-manage a select portfolio of Motorsport customers within your territory, building strong relationships with key stakeholders.
• Organize proactive customer service initiatives including event follow-up calls, visits, emails and communication central to creating a great customer experience.
• Regularly attend racing events in order to establish customer relationships and build knowledge of the uses and potential developments for our products in the field.
• Drive new business success & contract extensions through proactive activities, including engaging regularly with users and performing on-site and virtual product reviews and demonstrations.
• Provide technical and operational support to Motorsport clients through phone, email or live chat.
• Provide assistance and all necessary coordination in the installation of client computer software products, and the resolution of client technical problems.
• Provide advanced technical and product training to customers and other Catapult Employees.
• Retain ownership of problems until fully resolved to ensure a high level of user satisfaction. However, also know when to escalate problems that require engineering support.
• Create support content, product documentation and user guidance.
• Help validate new software features, and support clients with their introduction.
• Work collaboratively with other members of the global customer success, support and engineering teams
• Establish clear reproducible cases for engineering escalations and identify valid workarounds.
• Ensure bug resolutions are released to all affected customers.
• Provide product feedback and contribute to innovation.

• A minimum 5+ years working in a technical environment with demanding customers.
• High level proficiency with networking, LAN and WAN client-server systems and video capture (IP and analog/digital) technologies.
• Prior troubleshooting experience with PC or Mac based systems.
• Ability to analyze and interpret complex data and logs.
• Great interpersonal skills to foster new relationships and build on existing relationships with customers.
• An ability to communicate effectively with key stakeholders including managerial and technical staff within customer organizations and Catapult.
• A willingness to go above and beyond for the customer is required.
• Experience with support ticketing and project management platforms (JIRA and/or Monday is preferred)
• Ability to work extended hours and on weekends (as sporting events do not happen in normal working hours).
• An ability to multi-task and thrive in a dynamic work environment with changing priorities and see tasks through to completion.
• Ability to work individually and with a larger international team.
• A good understanding of the challenges that motorsport officials and teams face in managing and participating in events is a strong advantage.
• Prior experience working in motorsport is preferred.
• Experience using RaceWatch products is preferred.

Compensation & Benefits

The target Total Compensation range for this position is $79,195 - $158,390 per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures). Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills.

In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.

Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet! 

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend only to apply when they check every box. So if you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance. Our priority is to find the brightest talent who can add to our team culture, actively contribute, and be excited about what they do.

All offers of employment are subject to Catapult's positive prehire check. To find out more, please contact the Talent Partner for this role.