Customer Success Manager - Sportsbook, EMEA
London, England, United Kingdom
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.
WHAT YOU’LL BRING
- 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.
- Proven creative problem-solving approach and strong analytical skills.
- Highly organised 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.
DIVERSITY & INCLUSION
At Genius Sports we believe in better together, which means we don’t only value diversity, but we are determined to make sure that everyone here feels included and valued. We invite all applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process. All data that you provide will be completely anonymous; you will not be personally identifiable by any of the data you include.
This also means that if you choose to disclose a disability, the Talent Acquisition team will not be able to identify you personally to assist with any measures that might help during the process. Therefore, if you require any support throughout the application or interview process please ensure to reach out to the team directly and make them aware of any requirements, and we will do what we can to help.
Customer Success Manager - Sportsbook, EMEA New London, England, United Kingdom employer: Genius Sports Group
Genius Sports Group is an exceptional employer that prioritises employee wellbeing and professional growth, making it an ideal place for those looking to thrive in the tech industry. Located in a dynamic environment, you will have the opportunity to lead innovative enterprise technology initiatives while collaborating with a dedicated team, ensuring that your contributions directly enhance business performance. With a strong emphasis on governance and compliance, you will be part of a culture that values meaningful work and fosters continuous development.
