Client Success Manager - United States

Are you a health or performance professional thinking about a career change? Are you passionate about how technology can help progress your profession?

If you have experience working in a clinical or high-performance setting and are a physiotherapist, athletic trainer, or strength and conditioning coach, a role as a Client Success Manager at VALD could be the change you need!

About the VALD Client Success Team

Our Client Success team is dedicated to assisting clients in implementing and embedding VALD technology. It all starts with seamless onboarding for new clients, which ensures they have all the tools they need to start using VALD products successfully. The Client Success team continues to support the client throughout their journey with VALD.

We are looking for someone to join our team on the West Coast.

What you will do

As a Client Success Manager at VALD, you will work directly with an assigned portfolio of clients as the VALD subject matter expert and strive for the highest level of client satisfaction in the delivery of services. On a day-to-day basis, you will:

• Manage client onboarding, ensuring clients are fully supported to implement VALD systems successfully.
• Build strong relationships with clients through online methods and occasionally face-to-face.
• Identify client support needs and opportunities for growth.
• Online client presentations using Microsoft Teams.
• Regular activity tracking and reporting, using SaaS applications – HubSpot, Microsoft Suite, Email.
• Manage multiple assignments and support requests simultaneously while working independently or with other team members.

Critical requirements for this role:

• You must have used VALD Technology in your current or previous role.
• The ability to understand and share the client’s perspective and challenges.
• Excellent grammar, spelling, and proofreading skills.
• Demonstrated ability to build positive relationships quickly.
• The ability to think outside of the box to find appropriate solutions.
• Adaptable and willing to learn new skills and processes.
• Become an expert on VALD systems.

Is this you?

We are looking for a sports scientist or physiotherapist looking to make a change or, quite simply, a go-getter who is excellent with people—someone with a can-do attitude and who is interested in technology and helping clients implement systems and solutions.

You will be a self-starter who is comfortable supporting and educating our amazing clients. You’ll need great organizational and communication skills, as you'll work with many internal and external stakeholders. Ideally, you have:

• Empathy
• Excellent communication skills – both verbal and written.
• Demonstrated ability to build positive relationships quickly.
• Attention to detail and a commitment to quality control.
• Strong critical thinking, analytical, and strategic problem-solving skills.
• Adaptable and willing to learn new skills and processes.
• Highly organized with practical time management skills.
• Prior experience using VALD systems.
• Prior experience working in SaaS / Client Success.

It’s not expected that any single candidate would check every box here. Research shows that while men and women share similarities in how they look for jobs, women may hold back if they don’t meet 100% of the criteria, while men usually apply after completing about 60%.

If you meet just some of the requirements but not all, we encourage you to submit your application!

We strongly encourage you to apply if you’re at all interested. Show us how your experience could improve our team and widen our perspective. Our selection process includes assessing the requirements of the role vs the individual and how well we think they will work in the VALD team.

Why VALD?

VALD is the world leader in musculoskeletal technology, providing innovative human-measurement technology to over 1,500 of the world's most elite sporting teams, universities and Defense departments. If you have a favorite team in the NBA, EPL, or NFL, there's a good chance they use VALD products.

Eight years on from its humble beginnings around a share-house dining room table in Brisbane, Australia, VALD has grown to a team of over 230 team members in 28 countries, with four offices across Australia, the UK and USA. Named in LinkedIn's Top 25 Startups for 2022 in Australia, VALD's best asset is not our technology but our people and culture. We have a range of benefits we offer to our team, such as:

• Industry-leading compensation
• The opportunity to work in a company that is redefining allied healthcare.
• Learn from a range of high-performing individuals and teams across various disciplines.
• Be part of a down-to-earth, inclusive and vibrant team.
• Regular travel opportunities to get the entire VALD team together for your ongoing development.
• The latest equipment and remote setup to perform at your best.
• Monthly fitness and wellness allowance.
• Monthly co-working space allowance.

Diversity & Inclusion Commitment  

VALD’s best asset is not our technology but our people and culture. A culture of inclusion and diversity is critical to our business. We know diverse teams perform better. It's not a separate initiative – we aim to embed inclusion and diversity in everything we do. We are committed to fostering an inclusive work environment and embracing diversity, including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity, socioeconomic background, and sexual orientation. We welcome applications from people from all backgrounds.

Successful applicants will be subject to background checks (including identity and criminal record checks). It will be a condition of employment that the background checks return acceptable results.