At a Glance
- Tasks: Manage customer relationships and ensure satisfaction in the sports betting industry.
- Company: Join Genius Sports, a leader in innovative sports technology.
- Benefits: Competitive salary, diverse culture, and opportunities for growth.
- Other info: Diversity and inclusion are at the heart of our company values.
- Why this job: Be part of a dynamic team transforming the sports experience for fans.
- Qualifications: Experience in B2B roles and a passion for sports is essential.
The predicted salary is between 50000 - 60000 £ per year.
- 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.
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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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Sportsbook, EMEA New London, England, United Kingdom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Genius Sports Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Genius Sports Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Sportsbook, EMEA New London, England, United Kingdom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Genius Sports Group:Your cover letter is your chance to shine! Tell us why you want to work at Genius Sports Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Genius Sports Group!
How to prepare for a job interview at Genius Sports Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
