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Customer Success Manager
Sportstech
Updated on 9/27/2022
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Salesforce
Power BI
Requirements
  • 4+ years in Customer Success / Account Management or similar commercial role
  • Proven track record in utilizing processes and tools critical to Customer success
  • Strong commercial acumen and proven ability to upsell and grow customer accounts
  • Experience in any of the following industries is preferable: Sports Betting, SaaS, Technology, Media, Telecommunications, Ecommerce or in a similar fast-moving/tech company offering a bespoke product/ service
  • Comprehensive use of industry-leading platforms like Salesforce, Power BI and Monday.com
  • Outstanding communication and presentation skills
  • A collaborative approach and able to foster effective stakeholder relationships
  • Committed to excellence and providing a superior customer experience
  • Demonstrates adaptability in fast-paced environment
  • A love of sports and data
Responsibilities
  • Manage sport customer accounts, as directed, in EMEA region to ensure requirements are understood, demands met and issues dealt with and resolved effectively and promptly
  • Have a broad understanding of the clients' organisations and build strong relationships with contacts in their business
  • Assist team across your region in retaining and upselling allocated customers, as well as identifying new business opportunities
  • Responsibility for formulating key commercial strategies via Account Plans to drive revenue growth across our customer base in conjunction with Customer Success Managers and Commercial Partnership Managers
  • Working closely with Implementation team to ensure onboarding process for customers is timely, transparent and efficient
  • Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide
  • Ensure the speedy closure of deals, execute internal plans to completion and drive issues through to a resolution in consultation with Customer Success Managers and Commercial Partnership Managers
  • Monitor customer performance against SLAs and internal targets and report findings to the business, as well as monitor contractual delivery both by customers but also by GSG
  • Liaise with trading and support & implementation teams to monitor any issues that arise, identifying and escalating important issues as necessary
  • Proactively support the Commercial Team with special/internal projects
  • Responsible for formalising and maintaining regular client feedback systems
  • Form an important bridge across many aspects of our business and work closely with teams based at other offices worldwide
  • Diligent, timely and comprehensive reporting on all activities as required
  • Reporting into the Senior Customer Success Manager - EMEA
Desired Qualifications
  • English mandatory; second language a distinct plus
Genius Sports

1,001-5,000 employees

Sports data and technology