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Customer Success Representative
Sportify Academy
Dubai, UAE
Full Time
Mid
Yesterday
Customer SuccessCRM ManagementNPS TrackingComplaint HandlingClient CommunicationHubSpot
Free
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Customer SuccessCRM ManagementNPS Tracking
About the Role
Sportify Academy seeks a Customer Success Representative to manage client relationships from booking through development journey. Responsibilities include pre-assessment management, post-assessment follow-up, NPS tracking, referral program, and complaint handling.
Key Skills for This Role
Customer SuccessCRM ManagementNPS TrackingComplaint HandlingClient CommunicationHubSpot
Responsibilities
- Manage pre assessment client journey including confirmation calls and preparation information
- Conduct post assessment follow up and present development plan summaries
- Maintain regular touchpoints with active development clients to monitor satisfaction
- Proactively identify at risk clients and initiate retention conversations
- Own NPS tracking and analyze data monthly
- Drive referral program by requesting referrals from satisfied clients
- Collect and publish client testimonials in coordination with Marketing team
- Handle customer complaints and escalations professionally
- Maintain accurate client records in CRM
- Provide monthly reporting on NPS, referral rates, churn, and complaint resolution
Requirements
- Bachelor's degree in Business, Communications, Sports Management, Psychology, or related field
- 4 7 years of experience in customer success, account management, or client relations
- Experience managing post sales or post service client journeys
- Track record of handling complaints and escalations professionally
- Proficiency in CRM platforms (HubSpot, Zoho, or equivalent)
- Experience with NPS and satisfaction survey tools
Full Job Posting
Role Summary
- Primary relationship owner for clients from booking confirmation through development journey
- Ensure parents and athletes feel supported, informed, and valued at every stage
- Drive high satisfaction scores, manage complaints, and generate referrals
Key Responsibilities
- Manage pre assessment client journey: confirmation calls, preparation information, reminders
- Conduct post assessment follow up with development plan summaries
- Arrange development plan onboarding for clients transitioning to coaching programs
- Maintain regular touchpoints with active development clients
- Proactively identify at risk clients and initiate retention conversations
- Own NPS tracking and analyze data monthly
- Drive referral program by requesting referrals
- Collect and publish client testimonials
- Handle all customer complaints and escalations
- Maintain accurate client records in CRM
- Provide monthly reporting on NPS, referral rates, churn, and complaint resolution
- Contribute to improving customer engagement playbooks
Education and Experience
- Bachelor's degree in Business, Communications, Sports Management, Psychology, or related field (required)
- Postgraduate qualification in customer success, CRM, or client relations (preferred)
- 4 7 years of experience in customer success, account management, or client relations
- Experience managing post sales or post service client journeys
- Track record of handling complaints and escalations professionally
- Background in sports, health, education, or family services is a strong advantage
- UAE experience preferred
Technical Skills & Tools
- CRM platforms (HubSpot, Zoho, or equivalent)
- WhatsApp Business for client communication
- NPS and satisfaction survey tools (Typeform, Google Forms)
- Microsoft Office / Google Workspace
- Video communication tools (Zoom, Teams)
Certifications (Preferred)
- Customer Success Manager (CSM) certification (HubSpot, Gainsight, or equivalent)
- NPS or customer experience certification
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