About IMG Academy
IMG Academy is the world’s leading sports education brand, providing a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. IMG Academy provides growth opportunities for all student-athletes through an innovative suite of on-campus and online experiences:

• Boarding school and camps, via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via the IMG Academy brand, with a focus on personal development through the lens of sport and performance
• Online college recruiting, via the NCSA brand, providing content, tools, coaching and access to a network of 40,000 college coaches

The Customer Success Manager will be an expert on all things related to IMG Academy’s customers across all product lines, including but not limited to students, campers, parents, adult athletes, event participants and spectators, hotel guests and more. This person should be focused on ensuring an unrivaled campus experience for the customer by seeing things from their perspective and empowering other staff to do the same. This will require being a cultural change agent on a new Experience team and helping lead the efforts to develop, implement, and continue to iterate a comprehensive customer service strategy to enhance loyalty and retention, and add value to the current experiences. In addition to co-creating the key behaviors and standards that IMG Academy wants to set for all employees, this person will be responsible for managing the processes, policies, initiatives and trainings involved in creating a “white-glove” customer service experience.
The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down sometimes complicated problems, and embody excellent communication with a keen sense of urgency and time management. This role requires attention to detail, comfort in ambiguous situations, the ability to develop and influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of a variety of customers in a cross functional, fast-paced environment.
Position Responsibilities

• Manage all aspects of the implementation of a strategic customer service plan, including a roadmap and timeline of initiatives, training, and general support, resulting in widespread adoption across 500 frontline employees.
• Engage with project stakeholders and communicate project status, progress and risks to the leadership team.
• Be the first point of contact for internal staff regarding customer service questions from a training perspective while still empowering teams to solve customer service issues in their respective departments.
• Develop and maintain a playbook for IMG Academy’s customer service standards, policies, recovery procedures and trainings for all front-line staff.
• Partner with HR to update relevant job descriptions and interview questions related to IMG Academy’s service standards.
• Partner with HR to embed trainings in the onboarding experience for new employees, as well as find ways to offer advanced customer service trainings as opportunities for professional development.
• Have an active pulse on all feedback from customers through surveys, focus groups, and other feedback channels so that the customer service program continues to evolve and stay relevant.
• Empower other teams to improve the customer experience on their own by providing necessary tools, resources and trainings.
• Serve as the organizational expert on best practices for customer success and establish industry benchmarking.
• Steward employee recognition and rewards for improving the customer experience.
• Drive a culture of customer and employee advocacy.
• Other responsibilities as assigned.
• Adhere to all company policies, procedures and business ethic codes.

Knowledge, Skills and Ability

• Minimum of 3 years of project management experience, preferably in a hospitality, entertainment or sports industry.
• Customer-centric mindset and behaviors, including excellent listing skills – you are here to help the customer and create an unrivaled experience!
• High comfort level speaking with various audiences, including strangers.
• Ability to manage multiple projects at one time and prioritize appropriately, set and adhere to agreed upon timelines, and proactively communicate status updates.
• Demonstrated ability to communicate, present and effectively influence at all levels across the organization.
• Passion for building new programs and continuing to improve and innovate.
• Can inspire others to make change.
• General understanding of customer journey maps, survey methodologies and analyzing survey data.
• Ability to create presentations and agendas and use project management tools.
• Self-starter that can take the lead on projects and navigate how to bring them to life, including seeking out solutions to challenges that arise.
• Detail and solution oriented.

Physical Demands and Work Environment

• Ability to lift, move, push and pull equipment or boxes in excess of 20lbs.
• Must be able to move around campus which includes gym, turf, fields, etc.
• Ability to work flexible hours to include nights, weekends and holidays is required

#LI-MV1
Background Requirements:

• Requires a background check upon offer
• Requires a drug test upon offer

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfect with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Get to know us better:
www.imgacademy.com
www.imgacademy.com/careers
IMG Academy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.