PFF is seeking a Customer Success Associate to join a team whose goals are to foster relationships with, and care for PFF’s B2B customers - a roster that includes both team and non-team entities. The Customer Success Associate is a dynamic role designed to directly support the Customer Success Managers and Sr. Customer Success Manager in maintaining and elevating PFF’s customer service standards. This role is pivotal in ensuring that all clients, ranging from NFL teams to college football programs, receive optimal support and derive maximum value from our products.
PFF has over 245 team customers across NFL, CFL, UFL, FBS, and FCS levels and also serves a number of enterprise-level non-team customers. PFF has offices in Cincinnati, Ohio, however this full-time role is a remote position, and the candidate must be US based but cannot be located in CA, CO, NY, NJ or OR.
Essential Responsibilities
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Assist in onboarding new clients, ensuring a smooth transition and immediate engagement with PFF products.
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Support the set-up and training for new customers, providing both virtual and on-site guidance.
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Train customers, both virtually and onsite.
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Assist with technical setup and management of API data flow.
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Develop and maintain healthy customer relationships and promote customer loyalty.
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Evaluate and analyze customer needs and act as a customer advocate within PFF.
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Triage customer concerns and either troubleshoot or route appropriately.
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Collaborate with product management to relay customer feedback.
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Ensure product quality by conducting tests and quality assurance checks.
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Build custom and global reports by identifying data points and layouts based on customer preference
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Procure, edit, upload, and resolve All-22 coaches’ film for NFL, CFL, UFL, FBS and FCS games.
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Attend trade shows (AFCA, Video Directors Meetings, NFL Combine, CSVA, etc.).
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Likely required to travel frequently, if US-based.
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May be called upon to assist the Sales team with onsite or virtual demonstrations of PFF offerings.
Skills and Experience:
Required:
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Basic understanding of football concepts.
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1-2 years of experience in a customer success or service role, preferably within a sports, tech, or analytics environment.
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Strong analytical, organizational, and troubleshooting skills.
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Strong written and verbal communication skills, both technical and non-technical (English).
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Self-discipline to perform well in a remote work environment.
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A commitment to customer success & satisfaction
Preferred:
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Experience working in a Division I or NFL team setting.
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Knowledge of PFF and products.
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Knowledge of video systems, such as Catapult/XOS and DVSport.
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Comfortable working with common business applications: Salesforce, Monday.com, LogMeIn Rescue, Zoom, Dropbox, GSuite, Windows, Windows Server, SQL Server, Visio
Pay, Perks and Benefits
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Health, vision and dental insurance
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401(k) with company match
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Accommodating vacation
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Flexible work-life balance
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Work where you work best
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Hardware reimbursement