Customer Success Manager

  • 203 North LaSalle Street, Chicago, IL, USA
  • Aug 12, 2019
Full time Customer Success

Job Description

As a successful Customer Success Manager at STATS, you'll build and manage meaningful client relationships with a consultative approach.

What You’ll Do:

  • Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and overseeing holistic customer satisfaction
  • Establish relationships with stakeholders and across the customer organization, planning and driving ongoing account strategy
  • Work with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals
  • Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client engagement, business outcomes, and maintain renewal and retention rates
  • Establish a trusted/strategic-advisor relationship with each assigned client and drive continued value of our products and services
  • Identify opportunities for on-boarding and customer training needs to ensure adoption and success with STATS products
  • Understand and anticipate customer’s need and goals then track customer progress and help develop creative solutions or strategies
  • Gather product feedback and act as advocate for your client-base with internal development and product teams
  • Verify contracts, review deliverables and ensure terms and conditions are aligned with business policies
  • Collaborate with Sales other internal teams on customer interactions and engagements
  • Conduct business reviews with customer to discuss overall account health, including benchmarking, adoption trends and best practices

What You’ll Need:

  • Bachelor degree in business, marketing or related field
  • 3+ years of customer success or related experience with a proven track record of success
  • Ability to prioritize, multi-task and efficiently respond to multiple clients
  • Demonstrated ability to manage time and competing interests
  • Strong communication and presentation skills
  • A passion for sports and desire to impact the way these sports are consumed
  • Familiarity with data delivery methods such as XML and Restful API preferred