Customer Growth & Success Team

Listen to what our founder wants you to know about our Customer Growth & Success position

MotorsportReg.com is the best place to organize, find and attend auto, motorcycle or kart racing and motorsport events. We are like Eventbrite for anything requiring an engine: racing, track days, autocross, karting, drifting, motorcycles and rally. We are debt-free, profitable and growing rapidly and need to add to our Customer Growth & Success team to keep up with demand.

We call this position Customer Growth & Success because you will have a range of responsibilities that span customer success, account management, customer support and sales. On a small team, you'll wear a lot of hats and have the chance to make an impact with current and prospective customers. 

Typical activities include calling friendly leads, responding to inbound inquiries, giving product demos, onboarding new organizations, proactively finding ways for existing customers to get more value out of our products, providing day-to-day support and answering attendee inquiries. The job does involve "selling" but this is a non-commission position and there are no used cars or white sneakers. In fact, we don't want sales people, we want evangelists who can preach to a receptive choir of gearheads who genuinely benefit from what we offer (and usually already know about us).

You will be the voice of MotorsportReg and interact with our customers (event organizers) and our customers' customers (event attendees). Your goal is to help everyone get the most out of MotorsportReg. Sound interesting? Let me tell you more...

Who We Are

We are a small group supporting 1,000 clubs, racetracks and sanctioning bodies with our event management platform and marketplace. With 6,000 events managed annually by our customers, our goal is to be the number one commerce platform for motorsport events - making it easier to organize and attend events. Hundreds of thousands of event registrations and tens of millions of dollars flow through our platform annually totaling more than $225,000,000 since launching.

Who We’re Looking For

You will be person #11 on our all-remote team so you're a key player we'll depend on to make our company and our customers successful. As a team, we have codified the values that are important to us. They are: impactful, adaptable, conscientious, transparent and hungry. Applied to this position, these are traits that will help us succeed together:

  • Want to be helpful. The #1 responsibility of this job is helping people be successful. It is not a fast track to product manager or CEO. It is helping motorsport event organizers put on great events and making it easy for attendees to get registered to go have fun.
  • Have huge levels of empathy. Responding to question after question can wear you down. We can teach you skills but if you don’t have lots of empathy, it won’t work.
  • Enjoy picking up the phone and calling a stranger. If you came across a potential customer, you would naturally want to ask them about their program, understand their pain points and tell them how our service could make their lives better. This requires confidence but also humility!
  • Know how to logically troubleshoot technical issues. Customers are frequently vague about their needs or issues so you must have problem-solving skills and a scientific approach to finding the root cause and best solution. 
  • Manage large customers with complex implementations or customer-specific issues. A small number of large customers require a higher level of support and responsiveness.
  • Be a customer advocate. You must lobby on behalf of the users to make their lives better, helping us be a better company with better products. There is no us vs. them.
  • Strong communication and writing skills. You must be outgoing, friendly and relatable and should be comfortable interacting with people offline as well as online- a natural networker. Great writing skills and a track record of writing, whether it be print, online, professional, club or personal is essential.
  • Handle the occasional jerk. When someone is rude and offensive, you get even more excited at the opportunity to turn the situation around.
  • Be proactive. You’ll create and curate content to educate customers. When you see a way a customer could be doing something better, you'll reach out and offer a hand. You'll seize opportunities to increase the depth of engagement with every customer.
  • Have a knack for details. Clubs have "chapters", "regions" and "sections" and it's important to them that we get it right. Spelling people's names correctly, keeping our internal systems up to date and following processes are all critical for us to build relationships and function effectively

As a remote team, we live on cloud-based software and mobile apps. We stay connected with Slack and Zoom. We use Hubspot to manage our sales and marketing and Help Scout as our customer communication and support system. Google Docs, Trello and Pivotal Tracker keep us organized. We hold just one all-hands meeting per week and you'll have a monthly 1:1 with CEO Brian Ghidinelli to discuss your needs and goals.

We are an inclusive workplace. People who are smart and get things done come in all colors, genders, orientations, religions and backgrounds and are welcome in our professional but casual team environment. You can learn more about who we hire and reward:

Alternatively, view slides on SlideShare 

We have deadlines like everyone else, but because we value work-life integration, we do not expect routine long hours. A well-rested and well-rounded top performer with ruthless focus will deliver substantially more in 45 hours than a team of burnouts sitting in front of a screen 60 hours a week. Our growth team generally has a very busy first quarter, two manageable middle quarters, and a slow fourth quarter.

Requirements

  • A solid working understanding of modern computers (Windows or Macintosh) and common productivity software (Microsoft Word, Microsoft Excel, Google Docs).  Excellent web browsing skills (Chrome, Firefox, Safari).
  • Passion for the sport and for people- you can’t just go through the motions. No prior work experience in motorsport is required but you need to love this community in order to foster the same excitement and passion with the organizers.
  • Excellent time management skills- you must have the ability to batch work, juggle competing priorities and self regulate to meet deadlines on projects. 
  • Ability to think through a multitude of variables to derive a “best” solution anticipating future possibilities and factors.
  • Excellent written and verbal communication skills with a track record of writing in print or online for club, profession or leisure.
  • Prior teaching or training experience is a plus.
  • Experience telecommuting, working from home or running your own business and can thrive in a low-overhead, self-managed environment.

Who You'll Work With

We're a small team which means you'll interact with everyone but on a day-to-day basis, these are your six primary teammates:

Ann Maycock began with a background in club racing events and business consulting before joining MSR as the first hire. She literally receives hugs in the paddock for helping new organizations get signed on and running great, efficient events. Ann started with us from Illinois and took advantage of our work-from-anywhere flexibility to move to North Carolina.

Katie Moosman came to us via Miller Motorsports Park and Circuit of the Americas where she was an event organizer and MSR customer before she joined our customer growth team. Katie hails from Texas and holds the record for creating the biggest registration form in MSR history. You know what they say about Texas!

Shae Petersen worked for MotoAmerica prior to joining our customer growth team. She attended her first day at the track when she was three days old and nearly every weekend since - learning the ins and outs of motorsport. Shae has lived all over the world and currently chooses Colorado as her home.

Chris Redrich is our product manager. He grew up watching family members race trucks and modified stock cars at the local oval track in Southern California where he still resides. You'll escalate technical issues and feature requests to him as part of our product development process.

Mike Collins combines 20 years of special events experience plus a diverse background in motorsport including competing in the Global Mazda MX-5 Cup. He manages our business development and sales opportunities from Maryland.

Brian Ghidinelli created MotorsportReg in San Francisco while experiencing the pain of managing HPDE track events in California with paper forms, paper checks and manual spreadsheets. Our emphasis on "hustle" and constant improvement comes from him. 

What We're Offering
  • Rate: Competitive, dependent on experience
  • Benefits: medical, vision, dental and 401K.
  • Vacation: A minimum 2 weeks per year
  • Work environment: anytime from anywhere (with frequent 4 hours overlap with US/Pacific) with flexible hours.
  • Travel: twice annually for team get togethers (all-expenses paid) plus occasional on-site visits with potential or current customers.
  • Strong company culture - won't be "just customer support" on our team. Expect to challenge and be challenged directly.

We offer significant work/life integration and competitive pay in exchange for high-quality, high-impact results.

Ready to take the Green Flag?  

We hope you’re the one!  Let us know why you want to work with us by clicking the button below.  As our way of showing appreciation for your effort, we will respond to all submissions but please be patient.