Customer Success Manager - Sportsbook, North America at Genius Sports in New York, New York, United States

Job description

• The successful candidate will demonstrate a hybrid skill set, combining a strong commercial acumen with a passion for the ongoing customer experience at Genius Sports. You will understand our products and services in detail and speak credibly with industry experts. In addition, you will be required to immerse yourselves within the sports betting industry and to understand all technological and regulatory developments.
• This candidate will manage the ongoing customer lifecycle for their allotted customers in North America, ensuring customers are engaged and satisfied with their products and services. Throughout the contract term you will identify and execute upsell and cross-sell opportunities, with the ultimate goal of ensuring a successful renewal - collaborating with Senior Managers, the Head of Client Growth & the Global Commercial Director to do so.

Responsibilities

• Develop a deep understanding of our clients’ organizations and build strong relationships with multiple contacts in their business.
• Contribute towards the contract renewal process for your customers to ensure we’re retaining business and exceeding aggressive growth targets.
• Identify upsell/cross-sell opportunities for Genius Sport’s portfolio of services with existing customers and ensure the speedy closure of deals.
• Ensure customer contractual requirements are understood, delivered and any related issues are dealt with and resolved effectively and promptly.
• Liaise with trading and support teams to monitor any 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 Commercial Director
• Monitor customer performance against SLAs while reporting 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
• Responsible for formalizing, maintaining and analyzing regular client feedback systems and 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.

Requirements

• Ideally has experience with sports betting or sports technology related industries
• 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 & verbal
• Proven creative problem-solving approach and strong analytical skills
• Highly organized and data-driven with excellent attention to detail
• High level of technical proficiency at Excel/Salesforce or other CRM systems
• A willingness to travel internationally (sometimes at short notice)
• Passion & interest in sports and/or sports betting

Skills

Required

• Proven creative problem-solving approach
• Strong analytical skills
• Highly organized and data-driven
• Excellent attention to detail

Benefits

• We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.
• As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports.
• This role offers an annualized salary of $100,000 - $120,000, plus variable compensation, and includes eligibility for Genius Sports Group’s benefits plan.