What are the responsibilities and job description for the Customer Success Manager position at Epic Golf Club?
Location: Scottsdale, AZ
Travel Requirement: Travel is required
Job Summary:
Epic Golf Club is seeking a dedicated and passionate Customer Success Manager to ensure our members have an exceptional experience from the moment they join. This role will oversee new member onboarding, provide ongoing support, and serve as a key point of contact for member inquiries and feedback. The ideal candidate is highly organized, has excellent communication skills, and is passionate about delivering exceptional customer service. Golf knowledge is required, and the role involves traveling to events as a key responsibility.
Key Responsibilities:
- Conduct comprehensive onboarding meetings for new members to ensure a seamless integration into Epic Golf Club.
- Provide detailed overviews of the club’s code of conduct, and offer guidance on using the Epic Golf Club website, Course Directory, App, and private Facebook group.
- Educate members on booking tee times, signing up for events, and maximizing their membership benefits.
- Coordinate and oversee the distribution of new member gifts, ensuring timely and personalized delivery.
- Serve as the primary point of contact for member inquiries, addressing questions, concerns, complaints, and feedback in a professional and timely manner.
- Work collaboratively with internal teams to escalate and resolve member issues when necessary.
- Attend and assist in the execution and production of Epic Golf Club events, ensuring members have a positive experience.
- Maintain detailed records of member interactions, feedback, and issue resolutions to continuously improve the member experience.
- Contribute to the development and improvement of member-focused processes and tools to enhance the overall customer success strategy.
- Travel to events as required to support members and ensure the success of Epic Golf Club initiatives.
Qualifications:
- 3 years of experience in customer success, client relations, or a related field.
- Exceptional communication and interpersonal skills, with a customer-first mindset.
- Strong organizational skills and ability to manage multiple tasks simultaneously.
- Experience with event support and execution is highly desirable.
- Familiarity with the golf industry and a solid understanding of golf is required.
- Experience working with membership-based organizations or high-end clientele is a plus.
- Proficiency in using customer relationship management (CRM) software and digital tools.
- Ability to travel as required and work flexible hours, including evenings and weekends.
- Must be based in Scottsdale, AZ, with the ability to work in-office.