What are the responsibilities and job description for the PLL Play - Systems & Customer Success Manager position at Premier Lacrosse League PLL?
About the Premier Lacrosse League (PLL) and PLL Play (PLLP):
The Premier Lacrosse League (PLL) powered by Ticketmaster is a men’s professional lacrosse league in North America, composed of 8 teams rostered by the best players in the world. Co-founded by lacrosse superstar, philanthropist, and investor Paul Rabil and his brother, serial entrepreneur and investor, Mike Rabil, the Premier Lacrosse League is backed by an investment group composed of Joe Tsai Sports, Brett Jefferson Holdings, The Raine Group, Creative Artists Agency (CAA), Chernin Group, Blum Capital, The Kraft Group, Arctos Sports Partners, and other top investors in sports and media. The PLL is distributed through an exclusive media rights agreement with ABC, ESPN, ESPN2, and ESPN . The PLL was recognized by Front Office Sports’ 2021 Best Employers in Sports. PLL Play is the youth lacrosse programming business unit of the PLL and is committed to the next generation and a responsibility to grow the game. PLL Play provides opportunities for players of all ages and skill levels. More information can be found at https://premierlacrosseleague.com/play.
Company Values:
- Stay grounded
- Think critically
- Encourage creativity
- Persevere through the noise
- Operate like an owner
- Be helpful
Position Overview/Summary
The Premier Lacrosse League seeks a highly motivated and detail-oriented Systems and Customer Success Manager to manage the key systems and customer interface for the PLL Play team. This manager-level role will be responsible for the build-out, management and maintenance of the organization’s customer registration platform (LeagueApps) and project management platform (Asana), both which require moderate technical proficiency and extraordinary attention to detail. Additionally, as the Customer Success Manager (CSM), this position is responsible for ensuring that customers are satisfied and successful with PLL Play’s programs. The ideal candidate has experience in relevant software platforms and customer success. Strong technical and analytical proficiency and excellent communication and interpersonal skills are essential. It is preferred that the candidate is based in Denver, CO, to facilitate collaboration with local teams. However, remote candidates will be considered based on qualifications and fit for the role.
Roles & Responsibilities
Systems Manager
Systems Manager
- Program Registration Platform (LeagueApps)
- Lead the programming, maintenance, and management of the League Apps registration system for PLL Play programs
- Build, launch, manage, and service 200 program registrations throughout the calendar year and manage PLLP customer accounts
- Manage each program throughout its lifespan (including customer requests/service, discount codes, payment plans, internal changes, etc.),
- Manage registration/financial reconciliation to include reporting to leadership and to other necessary teammates/stakeholders, and for financial reconciliation for partner payouts
- Interface with PLL Finance and Strategy teams as it relates to financial data, reporting, customer receivables, and reconciliation alignment
- Interface between relevant PLL stakeholders (ex. Data Engineering, Strategy teams) and LeagueApps teams regarding system development. Support the universal integration of League Apps software into PLLP's current and future systems and business needs.
- Project Management Platform (Asana)
- Build and launch workspace deliverable boards for 200 events throughout the calendar year, in alignment with operational assignments across the org.
- Facilitate the achievement of program timelines and objectives by effectively leveraging the project management platform
- Communicate project progress and status to stakeholders regularly
- Work with leadership to monitor and analyze deliverable progress and team utility. Identify and mitigate project risks to ensure successful execution.
- Report key metrics and key performance indicators (KPIs) to manage team progress.
- Identify and implement opportunities for system and process improvement
Customer Success Manager
- Manage all inbound PLLP customer service requests related to PLL Play programming, both systems-related (~75%) and general program-related inquiries. Anticipating and addressing potential issues, prior to them becoming problematic
- Guiding new customers through the registration process
- Building and maintaining strong relationships with customers, representing the PLL at the highest level of customer service
- Promote the value of PLL Play programming
- Collecting and analyzing customer feedback to inform decisions and improvements
- Work cross functionally across the business unit to maximize the effectiveness of the business, particularly in the areas of customer registration, workflow management, and customer service
- This description reflects essential functions and does not restrict additional tasks that may be assigned
Experience and Skillset:
- 4-5 years’ experience in a project management role (preferably in a sporting field)
- Knowledge of and experience utilizing project management methodologies, tools, and software to build systems and manage processes. Excel proficiency is a must.
- Familiarity with relevant software platforms, data management, and customer success tools
- Knowledge of and experience utilizing customer registration web technology (preferably League Apps)
- Experience with Agile tools like Asana, Jira, Monday.com
- Strong analytical and problem-solving skills to address customer issues and improve processes
- Ability to build rapport and trust with customers, demonstrating empathy and understanding.
- Strong leadership and communication skills
- Excellent attention to detail, organizational and time management skills. Self-motivated.
- Ability to prioritize tasks and work effectively under pressure
- Knowledge of the youth sports landscape with lacrosse specific knowledge a bonus
Compensation:
- $70,000 - $75,000 Base Salary
- Based on the candidate’s experience and seniority
- Preferred that candidate can regularly work out of Denver, CO to facilitate collaboration with local teams.
- The total compensation package includes Commission and Bonus, Health, Life, Dental, and Vision Insurance, 401(k) plan, Equity Sharing, Unlimited PTO, and Paid Parental Leave
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
Salary : $70,000 - $75,000
