Customer Success Manager - Sportsbook - LATAM

Customer Success Manager - Sportsbook - LATAM

Location: Remote – Brazil / Colombia / US (Miami area)

Responsibilities

• Manage sportsbook customer accounts, as directed, in LATAM to ensure customer requirements are understood, demands met and issues dealt with and resolved effectively and promptly
• Have a broad understanding of the clients’ organisations and build strong relationships with contacts in their business
• Assist team across your region in retaining and with sales skills for upselling allocated customers, as well as identifying and closing new business opportunities
• Responsibility for formulating key commercial strategies via Account Plans to drive revenue growth across our customer base in conjunction with Senior CSMs and Business Development Managers (BDMs)
• Working closely with Implementation team to ensure onboarding process for customers is timely, transparent and efficient
• Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide
• Ensure the speedy closure of deals, execute internal plans to completion and drive issues through to a resolution in consultation with Senior CSMs and/or Business Development Managers
• Monitor customer performance against SLAs and internal targets and report findings to the business, as well as monitor contractual delivery both by customers but also by Genius Sports
• Liaise with trading and support teams to monitor any issues that arise, identifying and escalating important issues as necessary
• Commercial initiatives to engage new customers.
• Proactively support the Commercial Team with special/internal projects
• Responsible for formalising and maintaining regular client feedback systems
• Form an important bridge across many aspects of our business and work closely with teams based at other offices worldwide
• Diligent, timely and comprehensive reporting on all activities as required

Required Experience & Skills

• 3+ years in Sales / Customer Success / Account Management role
• Deep understanding of the LATAM sports betting and online gaming industry Experience in any of the following industries is preferable: Sports Betting/On-line gaming, SaaS, Technology, Media, Telecoms, Ecommerce or in a similar fast-moving/tech company offering a bespoke product/ service
• Successful experience in retaining and upselling customer base
• Proven track record in utilizing processes and tools critical to Customer Success
• Effective and comprehensive use of Power BI, Monday.com and Salesforce
• Outstanding communication skills and a clear priority in providing excellence in customer service
• Proven ability to problem solve and drive issues through to a timely resolution
• A collaborative approach and able to foster effective stakeholder relationships
• Committed to excellence and providing a superior customer experience
• Demonstrates adaptability in fast-paced environment
• Language skills: bi-lingual English/Spanish mandatory; Portuguese a plus
• A passion for sports, betting and data