Customer Success Specialist

WE EXIST TO IMPROVE THE PERFORMANCE OF ATHLETES AND TEAMS

Catapult is building the future of sports performance technology with a mission to Unleash the Potential of every athlete and team on earth. We dont 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 5000 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.

In Mexico Catapult is supporting the implementation of its performance technology ecosystem across the Mexican Football Federation and Liga MX environment working with professional clubs and national teams to drive the adoption of performance data and athlete monitoring technologies.

The Customer Success Specialist will act as the primary lead responsible for the implementation adoption and operational success of Catapult technologies across the Mexican football ecosystem supporting professional clubs and federation stakeholders throughout the deployment of Catapults integrated performance platform.

WE WANT PEOPLE WHO ARE PASSIONATE ABOUT PROVIDING EXCEPTIONAL PRODUCT SUPPORT

We are looking for someone who can:

Lead the implementation and rollout of Catapult technologies across professional football organizations in Mexico ensuring successful onboarding and adoption across multiple clubs and stakeholders.

Act as the primary technical and performance point of contact for the Catapult ecosystem in Mexico supporting clubs federation staff and internal teams.

Promote global sports excellence by developing customer relationships that drive retention product adoption and long-term success.

Provide high-quality training education and platform tutorials to performance staff analysts and coaching teams.

Demonstrate the ability to operate and support the full Catapult product ecosystem including Vector OpenField Focus Perch Science for Sport MatchTracker and IMPECT helping teams integrate these technologies into their daily performance workflows.

Support performance departments in structuring and interpreting performance data helping them integrate Catapult data with internal data analysis workflows and reporting systems.

• Work closely with Business Development Managers to support product demonstrations technical discussions and strategic customer engagements.
• Serve as the voice of the customer by gathering market feedback and informing the Product Manager.
• Offer remote and occasional on-site support manage customer accounts and engage in customer service initiatives to create a positive experience.

WHAT YOULL DO

• Provide technical support assistance to clients through phone email or live chat conversation.
• Provide assistance and all necessary coordination in the installation of client computer software products the modification and repair of hardware and the resolution of client technical problems.
• Deliver remote on-boarding to new users as required
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Knowing when to escalate problems to the Senior Product Support Technicians
• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.
• Create support content for the online help center as required
• Help validate new software features including getting hands-on with the technology out in the field.
• Help validate and update support processes.
• Work collaboratively with other members of the global support team and engineering department including testing staging & servicing of devices when required.
• Attend onsite client visits and special events as and when required.
• Work on-call over weekends as required by team schedule

WHAT WE ARE LOOKING FOR

• 35 years of experience in sports science performance analysis sports technology customer success or related roles.
• Speaks Spanish and English
• Background in Sports Science Strength & Conditioning Performance Analysis Sports Analytics or Sports Technology.
• Experience working with professional sports teams federations or elite performance environments.
• Experience or training in data processing analytics platforms and data visualization tools such as Power BI Tableau or similar platforms with the ability to support teams in building performance insights from data.
• Ability to manage technology implementations across multiple organizations or stakeholders.
• Strong communication skills and ability to work with coaches sports scientists analysts and performance staff.
• Passion for sport technology and helping teams maximize performance through data.

WHY CATAPULT

• We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry and you will do some of the best work of your life.
• We encourage our people to have constructive open and honest communication in order to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative yet challenging environment to develop our performance and the performance of our customers.
• Our workforce spans more than 20 countries youll have the opportunity to work across multiple nationalities and cultures and build your global awareness and capability
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do and our people are always looking for ways to do things better. There is unlimited opportunity to grow do more and do better.

Whether youre interested in sports or not youll 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 to only apply when they check every box. So if you think you have what it takes but dont 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 that can add to our team culture those who actively contribute and who are excited about what they do.

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