Sport Tech & Data
Customer Success Manager - Sportsbook, North America
Mid Level
New York, United States
hybrid
Full time
Job description
About the Role
Manages the ongoing customer lifecycle for an allotted set of customers in North America, ensuring they remain engaged and satisfied with Genius Sports' products and services. It combines strong commercial acumen with a focus on the ongoing customer experience, requiring the postholder to understand the products and services in detail, speak credibly with industry experts and immerse themselves in the sports betting industry and its technological and regulatory developments. The postholder identifies and executes upsell and cross-sell opportunities with the ultimate goal of securing a successful renewal, collaborating with Senior Managers, the Head of Client Growth and the Global Commercial Director to do so.
Key Responsibilities
- Develop a deep understanding of clients' organisations and build strong relationships with multiple contacts in their business.
- Contribute to the contract renewal process for assigned customers to retain business and exceed aggressive growth targets.
- Identify upsell and cross-sell opportunities for Genius Sports' portfolio of services with existing customers and ensure the speedy closure of deals.
- Ensure customer contractual requirements are understood and delivered, and that any related issues are dealt with and resolved effectively and promptly.
- Liaise with trading and support teams to monitor issues that arise, identifying and escalating important issues as necessary.
- Lead and/or contribute to key Customer Success projects as directed by Senior Managers, the VP of Client Growth and the Commercial Director.
- Monitor customer performance against SLAs and report findings to the business via KPI reports.
- Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide.
- Formalise, maintain and analyse regular client feedback systems, providing meaningful recommendations for improvement to relevant internal stakeholders.
- Own the management of customer and contract data within the CRM system, ensuring accuracy in revenue forecasting and delivering clear, impactful reports to the wider business.
Required Experience & Qualifications
- A minimum of 3 years' proven success in a B2B commercial role.
- Experience contributing to the end-to-end sales process for high-value deals and strategic customers.
- Strong communication skills, both written and verbal.
- A proven creative problem-solving approach and strong analytical skills.
- Highly organised and data-driven, with excellent attention to detail.
- High level of technical proficiency in Excel, Salesforce or other CRM systems.
- A willingness to travel internationally, sometimes at short notice.
- Passion for and interest in sports and/or sports betting.
Preferred Skills
- Ideally, experience in sports betting or sports technology related industries.
Workplace
- Office-first culture, maximising opportunities to collaborate, connect and learn together.
- Hybrid working models that differ depending on role and location.
Benefits & Perks
- Eligibility for Genius Sports Group's benefits plan.
- A commitment to supporting employee wellbeing and helping employees grow their skills, experience and career.
The Application Process
Applicants who need assistance during the recruiting process due to a disability are asked to indicate this when they apply.
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