Welcome to
Jackrabbit Technologies.Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently. We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7000 clients in 35 countries around the world.Our culture empowers YOU. We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work.
And that “awesome place” is virtual--all of our employees enjoy the privilege of working remotely. We always have and always will. So, you must have reliable high-speed internet access. We are interested in speaking to qualified candidates who are US Citizens or Green Card holders with no special circumstances living in the US. We are not able to sponsor visas.What you'll do. As an Enterprise Engineer Support and Onboarding, you will serve as the dedicated success partner for existing Enterprise and Franchise clients, ensuring optimal platform utilization, successful onboarding, and long-term retention and growth.
You will provide technical expertise, strategic guidance, and comprehensive support to maximize client outcomes while partnering with Enterprise Account Executives to drive account expansion and renewal success.Client Education & Feature Adoption
- Conduct advanced feature training sessions for existing Enterprise clients to maximize platform utilization
- Provide ongoing education on new features, updates, and best practices to drive adoption
- Create customized training materials and documentation specific to client needs and configurations
- Lead feature deep-dive sessions to help clients optimize their use of advanced capabilities
- Support AEs with technical expertise for existing client expansion discussions and contract renewals
- Systems documentation expertise with ability to leverage multiple business tools and maintain detailed, accurate records in critical systems for seamless handoffs and knowledge sharing
Onboarding & Implementation
- Design and execute comprehensive onboarding plans for newly won Enterprise and Franchise clients
- Conduct Enterprise client training sessions for both new and existing clients, fostering increased adoption of advanced features
- Monitor client success through the onboarding phase - tracking progress, identifying risks, and providing proactive assistance
- Coordinate complex implementations involving multiple locations, advanced integrations, and custom configurations
- Serve as primary point of contact during critical onboarding phases, ensuring smooth transitions and early value realization
Ongoing Account Support & Growth
- Provide dedicated ongoing support to Enterprise Account Executives for complex technical issues and strategic account management
- Monitor Enterprise account health using data analytics to identify expansion opportunities and retention risks
- Lead regular strategic business reviews with key Enterprise accounts to drive adoption and identify growth opportunities
- Manage escalated support issues and coordinate resolution across internal teams
- Drive feature adoption and advanced functionality utilization across Enterprise client base
Technical Expertise & Product Development
- Maintain deep technical proficiency in the Jackrabbit system to address complex client needs and provide expert-level solutions
- Collaborate with Product and Engineering teams to convey feature needs identified through client interactions
- Stay current on industry trends and competitive landscape to maintain market awareness and technical positioning
- Participate in product beta testing and provide Enterprise client feedback to development teams
- Document and share best practices for Enterprise implementations and configurations
Relationship Management & Retention
- Build and maintain strategic relationships with key stakeholders across Enterprise accounts
- Proactively identify and address potential churn risks through data analysis and regular client engagement
- Lead retention conversations and develop action plans for at-risk accounts
- Coordinate with Customer Success teams to ensure comprehensive coverage of Enterprise accounts
- Facilitate client advocacy programs including case studies, references, and speaking opportunities
Strategic Initiatives
- Support strategic partnership development with key Enterprise clients and industry influencers
- Collaborate with Marketing to develop Enterprise-specific content, case studies, and positioning materials
- Support Enterprise AEs by providing technical expertise during client renewal discussions and expansion conversations
- Collaborate on account strategy to identify opportunities for platform optimization and business growth
- Provide market intelligence to inform product roadmap and competitive strategy
What you're about. You are a customer-focused, technically-minded professional with a passion for helping Enterprise clients achieve success. You excel at building relationships, solving complex problems, and driving results in a fast-paced environment. You're comfortable operating at both strategic and tactical levels, and you thrive on the variety that comes with supporting the full Enterprise customer lifecycle.Required Experience
- 3+ years in Enterprise SaaS customer success, account management, or technical support roles
- Proven track record of managing complex B2B client relationships and driving successful outcomes
- Experience in client training and education with ability to teach advanced software features
- Technical aptitude with ability to understand and explain sophisticated software solutions
- Experience with CRM systems (HubSpot preferred) and customer success platforms
- Strong presentation and training skills with ability to conduct effective client education sessions
- Excellent written and verbal communication skills for technical and business audiences
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Technology, or related field
- Experience in youth activity/education industry (gymnastics, dance, swim, childcare)
- Background in onboarding or implementation of Enterprise software solutions
- Technical training or certification in relevant technologies
- Experience with data analysis and customer health scoring
- Track record of preventing churn and driving expansion revenue
Technical Skills
- Database and reporting tools proficiency (Excel, PowerBI, business intelligence platforms)
- Understanding of web technologies and integration capabilities
- Familiarity with API concepts and technical implementation processes
- Working experience working with CRM and/or Marketing Automation tools
Core Competencies:
Customer Focus Definition: Building strong customer relationships and delivering customer-centric solutionsKey behaviors include:
- Gains insight into customer needs
- Identifies opportunities that benefit the customer
- Builds and delivers solutions that meet customer expectations
- Establishes and maintains effective customer relationships
2. Business Insight Definition: Applying knowledge of business and the marketplace to advance the organization’s goals. Key behaviors include:
- Knows how businesses work and how organizations make money
- Keeps up with current and possible future policies, practices, and trends in the organization, the competition, and the marketplace.
- Uses knowledge of business drivers and how strategies and tactics play out in the market to guide actions
3. Action Oriented Definition: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Key behaviors include:
- Readily takes action on challenges without unnecessary planning
- Identifies and seizes new opportunities
- Displays a can-do attitude in good and bad times
- Steps up to handle tough issues.
4. Drives Results Definition:Consistently achieving results, even under tough circumstances. Key behaviors include:
- Has a strong bottom-line orientation
- Persists in accomplishing objectives despite obstacles and setbacks
- Has a track record of exceeding goals successfully
- Pushes self and helps others achieve results
5. Decision Quality Definition: Making good and timely decisions that keep the organization moving forward. Key behaviors include:
- Makes sound decisions, even in the absence of complete information
- Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
- Considers all relevant factors and uses appropriate decision-making criteria and principles
- Recognizes when a quick 80% solution will suffice
6. CollaboratesDefinition: Building partnerships and working collaboratively with others to meet shared objectives. Key behaviors include:
- Works cooperatively with others across the organization to achieve shared objectives
- Represents own interests while being fair to others and their areas
- Partners with others to get work done
- Credits others for their contribution and accomplishments
- Gains trust and support of others
What you will love about us.
- Our Culture! Read what our employees say about working at Jackrabbit on Glassdoor.
- We work remotely. We always have - we always will!
- Our Health and Wellness Benefits. Medical, Dental, Vision, Flexible Spending, HSA, and Dependent Care Accounts.
- We help you with the unexpected. Company-Paid Disability and Life Insurance. Opportunity to elect Critical Illness and Accident Insurance. Plus confidential access to legal and life counseling and mental health support available 24/7.
- Your future looks bright at Jackrabbit. 401(k) with a generous company match and access to financial planning.
- We pay you to play, rest, recharge, and balance your life. Paid Time Off, Paid Parental, Paid Caregiver, and Sabbatical leaves.
- You will grow your skills with us. Annual allowance for professional development.
- We give back. Paid Time to volunteer in your community.
Jackrabbit is committed to providing a workplace free from discrimination or harassment. We expect every member of the Jackrabbit team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.
