Customer Success Manager for Sportsbook | Remote SA

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies?

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We’re looking for enthusiastic and ambitious people to join our talented team.

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us.

We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

Sportsbook

This area of the business takes care of everything a sportsbook operator needs to manage their operation and grow profits – all powered by the finest live sports data available. That includes sportsbook management, integration, modelling, trading tools, streaming and risk management.

The Role

The successful candidate will demonstrate a hybrid skill set, combining a strong commercial acumen with a passion for the on-going customer experience at Genius Sports. They will have a proven track record of consistently achieving challenging sales targets whilst building deep relationships with numerous stakeholders within our customers’ organisations.

The candidate will manage the on-going customer lifecycle for their allotted customers, ensuring customers are engaged and satisfied with their products and services. Through-out the contract term they will identify and execute up-sell and cross-sell opportunities with their customers, collaborating with the Head of Client Growth & Commercial Directors for the region to ultimately ensure a successful renewal.

They will be required to immerse themselves within the sports betting industry and to understand all technological and regulatory developments. They will also understand our products and services in detail and speak credibly with industry experts.

The candidate needs to demonstrate an ability to think creatively with regard to commercial arrangements and have excellent numerical, written and presentation skills. Further to this, the candidate will be able to follow internal sales processes as required such as updating CRM systems and other documentation in a timely manner.

Ultimately, the successful candidate will be a driven individual with a conscientious approach to customer management and growing revenues.

Main Responsibilities

• Lead the contract renewal process for your customers to ensure we’re retaining business and exceeding aggressive growth targets.
• Identify and execute 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 Head of Client Growth and Commercial Directors
• 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
• Develop deep understanding of the clients’ organisations and build strong relationships with contacts in their business.
• Responsible for formalising, maintaining and analysing regular client feedback systems and providing meaningful recommendations for improvement to relevant internal stakeholders.

Required Skills

• Ideally has existing experience within sports betting and/ or sports technology related industries
• A minimum of 3 years proven success in a B2B commercial role – Account Management, Customer Success and/ or Sales
• Strong communication skills both written & verbal
• Proven creative problem-solving approach and strong analytical skills
• Highly organised and data-driven
• 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

What’s in it for you?

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.