The Role
This role will be critical to our success in the UK, where we are on a mission to dominate the market. Let's Do This provides the technology for Event Organisers putting on mass participation endurance events including: event registration, fundraising and charity management, merchandise, memberships, corporate management, CRM, data infrastructure and more. You will be responsible for owning and managing the UK longtail portfolio (amounting to over $300K ARR), tackling the challenges of maintaining a consistent level of client support across a large reach of organisers.
You will also be tasked with finding ways to automate our product support across the portfolio to enable scalability. As you successfully implement automation and processes, there will be opportunities for you to take on greater responsibilities, including managing larger accounts at LDT and scaling the book of business into the EU.
To succeed, you’ll need to roll up your sleeves and get involved to truly understand what is important to each organiser and how our technology fits into their ecosystem. You will be responsible for ensuring clear communication between the ‘longtail’ and LDT to: 1) help organisers understand how to use functionality within our platform to meet their needs and 2) help coordinate new work in partnership with our product development team that is critical to their success.
You’ll need to excel at managing multiple stakeholder relationships both on the client side and inside of LDT, technical and non-technical. This role requires extreme attention to detail and an ability to manage complex technical implementations and projects.
Responsibilities
* Own and manage the UK longtail portfolio (>£300K ARR)
* Find ways to automate product support across the portfolio to scale effectively
* Develop content such as webinars, landing pages, and roundtables to strengthen communication and extend reach across the portfolio.
* Provide deep product expertise to our organisers, listening to their issues and challenges, then highlighting areas of the software that could help solve their issues
* Conduct relevant product and service training with stakeholders, including preparation and maintenance of support documentation (either independently or via Product Marketing)
* Respond to queries about areas/functions of the LDT product, tools, and infrastructure, explaining how they’re designed and best practices for implementation
* Monitor and respond to support requests in order to aggregate common issues for broader resolution (e.g., training, product enhancements)
* Liaise with engineering for escalated technical issues
* Document and manage a detailed project schedule for future development work, ensuring all deadlines are met while pushing for excellence
About You
* Quick learner, comfortable in ambiguous situations (we are not expecting you to have all the answers but be constantly asking the right questions to get what you need to progress).
* Problem solver, thinks creatively to find a solution and has the confidence to execute on a plan
* Experience automating and introducing processes to scale best practices across portfolios
* Excellent verbal and written communication skills with high emotional intelligence
* Technically savvy, able to learn new tools quickly and explain product functionality clearly
* Proactive team player who excels in building relationships and managing multiple priorities
* Passionate about excellence and inspired by our mission, with a belief in community engagement
Qualifications
* Minimum of 2 years technical account management or product management experience
* Project management certification(s) a plus
* Ideally experienced using Notion, Salesforce, Slack, Looker, and Google Suite
Who We Are
Let’s Do This is the online company getting people offline. We exist to inspire people across the world to come together and experience moments that make them feel alive. We’re currently going after mass participation sports events (Marathons, Triathlons, 10Ks, 5Ks, swim races), where we’re proud to be the global leader.
We’re at a super exciting and rapid stage of our development. We now take over 1.5 million bookings every year, driving growth for our industry from large-scale races like the UK’s London Marathon Events and the Great North Run to hero races like the Hackney Half, Peachtree Road Race, the London Triathlon, or grassroots races like those from RunThrough.
We’ve grown exponentially in the UK since our launch in 2017 and are now in the process of expanding within the US market with the same energy our brand represents. We’ve raised $90M to date and were the fastest growing company on YCombinator, and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals Serena Williams and Usain Bolt.
How did we do it?
With an exceptional team. The Let’s Do This team brings in experience ranging from London’s fastest-growing start-ups to the world's biggest tech companies, including Facebook, Google, Deliveroo, King and Skyscanner.
We’re passionate about finding fantastic talent to add to an already extraordinary group. At Let's Do This, we are a team of passionate and hardworking individuals who believe that extraordinary talent can come from any background. We encourage applications from people from all walks of life, as we know that diverse perspectives fuel innovation and creativity. Join us in making a difference with your unique experiences.
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