Senior Manager, Technical Success London arrow_forward (London)

Built for sport, Cortex is a platform that connects data, content and commercial inventory, elevating the fan experience and generating new multi-channel revenue opportunities for rightsholders. We are seeking an enthusiastic and dedicated Technical Success Manager to lead Cortex post-sales support and training initiatives. The Technical Success Manager is a key member of the Cortex Customer Success team. You’ll play a vital role in acting as a link between the various Cortex teams, to support our customers, partners and internal teams. You’ll have a strong appetite for seeing our customers succeed using their Cortex products. Your excellent in-depth product knowledge will allow you to support customers with bug fixing, troubleshooting, product set-up, best practice and more. This role will work in tandem with the wider Customer Success, Product & Development teams to build out an exceptional and financially viable customer offering, perfectly balancing the customer experience with the operational and commercial interests of the business. You will play a vital role in the successful onboarding of new customers and partners, and maintain platforms and services to both train and accurately resolve customer queries in a timely, proactive, and cost effective manner. You will develop and maintain industry-leading support and training operations aligned with software-as-a-service (SaaS) practices, with a particular focus on partner enablement.

Key Responsibilities

• Partner Support (25%): Supporting partners with onboarding, best practice, implementation processes, ongoing implementation queries and partner support throughout the partner lifecycle post-sale. Working with internal and external teams to test new integrations and understand requirements for supporting partners beyond Cortex. Assisting partners with the onboarding and upskilling of their own staff to develop their self-sufficiency and depth of knowledge of Cortex products.
• Academy Lead (25%): Lead the Academy self-serve support platform by ensuring content is valuable, up-to-date, accessible and well maintained so that our customers & partners can obtain the answers they need, with an aim to reduce reliance on manual resolution.
• Customer Support (20%): Resolving inbound customer issues, reducing the burden on other Cortex teams, escalating complex problems when necessary to appropriate teams for timely resolution. Being the main point of contact for Cortex Product support issues. Managing Zendesk and other Cortex support platforms, utilising technology and tooling to minimise inbound queries or assist in resolving them inline with Cortex Customer Support SLAs.
• Training (10%): Developing and delivering comprehensive training programmes to maximise the value of our products for our customers as well as feeding into the overall customer onboarding process.
• Feedback & Customer Advocacy (10%): Acting as the voice of the customer by providing feedback to internal teams in a structured and helpful manner. Staying across industry trends, emerging technologies and broad market customer pain points.
• New Feature Launch (10%): Support the business and internal teams as they prepare to launch new features. Support colleagues with launches ensuring they are “business-ready” and that the relevant documentation, support and training is in place.

Candidate Requirements

Experience: 3-5 years of experience in a SaaS support or operational role, with a proven track record of developing, working with, and launching self-serve support and knowledge-base platforms. Experience with the successful deployment of support and training tools. Experience working in partner enablement and operations. Strong technical knowledge and an ability to interface effectively with both internal and external software development teams. Prior experience with software development and industry-standard technologies is a bonus. A good history and knowledge of working in the sports industry across a variety of sports entities.

Skills: Exceptional ability to quickly learn, use, apply and articulate all aspects of Cortex products across any sport. Clear, concise and well-explained documentation-writing ability. Confidence with both B2B and end-user communication, with excellent training and presentational skills. Expertise in translating customer requirements into solutions rooted in Cortex technology and products, and in being able to communicate this back to the end user through a variety of mediums. Adept in collating and conveying product feedback and pain-points in a structured, comprehensive manner.

Personal Attributes: Aptitude for learning how to take full advantage of the feature-sets offered by SaaS products and applying their use to sports-industry scenarios. Strong awareness to changes in products, processes, and features, and an instinct to both plan-for and adapt accordingly. An intuition for identifying and actioning improvements to support and training processes to enhance industry credibility, deliver better post-sale experiences, and reduce stumbling blocks for partners and end-users of Cortex products. A passion for resolving issues, educating end-users, and helping partners and customers get the most value out of our products.

Measures of Success: Achieving and maintaining a high standard of Customer Support SLAs (as per the published Cortex Customer Support Guide). Efficacy of self-serve support platforms across all partners and end-users in resolving queries without the need for manual involvement. Rate of direct queries being handled by the support team, and the average time required to resolve each query. Maintaining good customer and partner satisfaction scores and a low customer and partner churn rate. Rate of return against training and support costs/time. Success of training in helping drive self-sufficiency and revenue for the business.

Cortex offers a friendly and creative environment in our London office base with the flexibility to also work from home. Team: A “one team” approach means we work collaboratively across departments and with our clients and partners, sharing and developing knowledge and skill sets. Environment: Dedicated to providing the best working environments for staff. Flexible work hours, hybrid working, recently renovated offices and support in setting up at home spaces. Inclusivity: Cortex values diversity as an equal opportunity employer and doesn’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age or disability status. Progression: Learning, development and career progression are encouraged and facilitated at Cortex, with all roles supplemented with relevant training courses, conferences and internal workshops. Connection: Cortex’s expertise and industry connections are unrivalled; senior leaders come from backgrounds in some of the biggest names in sport from Opta to IMG. Sport: Being a sports fan is not essential to succeeding at Cortex, but you will be offered the opportunity to experience some of the biggest sporting events in the global calendar.

The Cortex story began in 2015 when CEO Aidan met CTO Ciaran in the innovation laboratories of a university campus outside the youthful, tech-savvy city of Brighton, United Kingdom. Together with the start-up development team, they began to build a solution to a market problem, building technology to create more connected digital ecosystems. After 9 years developing the product suite in direct partnership with customers, Cortex was launched in 2024 to better serve the digitally diverse sports industry as a quick-to-deploy SaaS platform for data and revenue driven sports marketing. Cortex products are used by multiple top tier sports organisations and clubs including; Arsenal FC, Formula 1, ECB, the Hundred, Euroleague Basketball, URC, Premiership Rugby, RL Commercial, SA20 and SportFive and well as leading solutions agencies like UNRVLD, Strut Digital, Playfly and Skylark Creative.

Up for the challenge? This is a rare opportunity to be part of a fast-growing start-up business offering a lot of progression potential, opportunity and personal growth. Send your CV and something that shows why you’re the perfect person for the job! This can be anything; a supporting email, a video or perhaps a case study of previous work….. the team wants to find out more about you.