Customer Success Manager

4 weeks ago

Limerick, Limerick, Ireland Stats Perform Full time
Overview
JOB DESCRIPTION
Stats Perform is the market leader in sports tech. We provide the richest and most trusted sports data available and are at the forefront of the latest advancements in AI and machine learning to turn this data into innovative solutions.

We integrate our extensive back-catalogue of data with innovative products and machine learning to deliver insights, predictions, and rapid data for sporting organizations worldwide, as well as major media and broadcast companies.

Our partnerships include top teams, leagues, coaches, betting companies, broadcasters, media outlets, gaming specialists, and professional bodies, all aimed at enhancing the sports fan experience. We continuously collect detailed sports data to improve various sports competitions, from tennis to soccer to basketball and beyond. Stats Perform is the knowledge bank behind it all.

But data and technology are only part of the equation. We need talented people to drive our success. And that's where you come in…

Stats Perform is seeking a Customer Success Manager (Horse Racing) to join our team.

As a Customer Success Manager for Horse Racing, you will manage relationships with our strategic racing customers in Ireland and the UK. Your role will involve acting as a trusted advisor to foster strong relationships, promote product adoption, and ensure long-term customer retention. You will develop a deep understanding of our upstream tech partners, working closely with internal product and service teams to meet customer expectations and the needs of their clients who utilize our racing services.

You will serve as the primary contact for projects involving product improvements, new features, and other initiatives. In this role, you will advocate for your customers within our organization, manage project timelines, and ensure customer feedback is incorporated into our product development.

With your knowledge of your customers' business needs, the racing industry, and our products, you will be responsible for ongoing engagement and proactive account management. You will collaborate with cross-functional teams to enhance customer satisfaction and loyalty, leveraging data and insights to optimize the customer journey and promote continuous improvement.

Responsibilities
  • Manage relationships with assigned customers, focusing on increasing product adoption, supporting renewals, and ensuring overall satisfaction.
  • Build and nurture relationships with key external stakeholders to drive account strategy and growth. Collaborate with internal teams to share customer insights, influence the product roadmap, and align product enhancements with customer needs.
  • Conduct regular business reviews to assess account health, adoption levels, benchmarking, and KPI alignment.
  • Ensure business readiness for major racing events and festivals in Ireland and the UK.
  • Represent the customer's voice internally, addressing concerns and advocating for their needs.
  • Develop case studies, success stories, and testimonials based on client experiences.
  • Coordinate with racing suppliers to ensure the timely delivery of streaming services to customers and their clients.
Required Qualifications
  • Bachelor's degree in business, marketing, or a related field.
  • Fluency in written and spoken English.
  • Enthusiasm for horse racing, with strong industry knowledge.
  • At least 3 years of experience in Customer Success or related roles, with a proven track record with enterprise clients.
  • Excellent communication skills, capable of engaging with both customer and internal stakeholders, including executives.
  • Ability to collaborate with technical teams and evaluate the technical health of accounts.
  • Experience advocating for customers empathetically and customer-centrically.
  • Experience working cross-functionally with product, marketing, sales, and support teams.
  • Proven ability to manage escalations and resolve complex issues efficiently.
  • Strong time management skills, capable of handling multiple clients without compromising quality.
  • Data-driven approach to monitor account health and identify intervention areas.
  • Experience delivering regular account performance and success reports.
  • A passion for sports and a desire to influence how sports are managed and consumed.
Desired Qualifications
  • High technical aptitude, familiarity with data delivery methods such as XML and Restful API preferred.
  • Knowledge of data analytics in sports media or team performance.
  • Familiarity with Stats Perform's Media, Tech, and Data Feed products and their alignment with customer needs.
  • Additional language skills are a plus.
  • Experience in project management, especially in coordinating multiple stakeholders to meet customer goals.
Why work at Stats Perform?
We're a unique organization with a culture of care, competition, and collaboration. Our 'One Team' ethos means we support each other through initiatives like Mental Health Days Off, 'No Meeting Fridays,' and flexible working arrangements.

We foster a positive environment through volunteering, fundraising, and Employee Resource Groups. We value your ideas, passion, and experiences, offering a great workplace in return.

Diversity, Equity, and Inclusion at Stats Perform
Joining Stats Perform means being part of a team that celebrates diversity. We are committed to creating an inclusive environment where everyone feels they belong. Our DEI goals underpin our core values, recognizing that diversity drives innovation, creativity, and better service to our clients and communities.
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