Customer Success Manager - Sportsbook, EMEA

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com.

THE ROLE:

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. They will understand our products and services in detail and speak credibly with industry experts. In addition, they will be required to immerse themselves 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, ensuring customers are engaged and satisfied with their products and services. Throughout the contract term they 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.

Main Responsibilities:

• Develop a deep understanding of our clients’ organisations 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 formalising, maintaining and analysing 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.