Customer Success Manager, Sports

WHO WE ARE

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences.  Based in Vancouver, Canada we work with industry leaders in the sports, music & entertainment space including teams from the NBA, NHL, NFL, MLB and more. 

WHO YOU ARE

You have a strong background in digital marketing and/or customer success, ideally in the sports and entertainment sector. A relationship builder at heart, you're confident engaging with diverse stakeholders and thrive in dynamic environments. With a solutions-focused mindset, you're creative, organized, and adaptable. You take pride in solving problems and are willing to be hands-on to ensure success. Your proactive, empathetic approach helps drive impactful customer outcomes and lasting partnerships.

THE ROLE

As our Customer Success Manager, Sports you will collaborate with our sports partners on groundbreaking digital marketing campaigns. We're seeking someone brimming with marketing ideas, passionate about emerging technologies, and experienced in fostering client relationships. Your role involves engaging, retaining, and driving customer renewals and growth by ensuring our customers achieve their business goals through our technology. 

WHAT YOU’LL DO: 

• Customer Onboarding and Adoption:
  • Oversee the plumbing and set up of new customer accounts from start to finish 
  • Guide customers through the setup and training process on Tradable Bits, ensuring comprehensive awareness and utilization of all features to maximize value and facilitate seamless adoption experiences.
• Customer Relationship Management:
  • Build and nurture relationships with customer stakeholders, ensuring ongoing adoption of platform features and maintaining regular engagement throughout the customer lifecycle.
  • Collaborate on campaign ideas and digital strategies, offering creative and effective solutions tailored to our platform.
  • Establish productive and trusted relationships with key stakeholders and guiding them as a trusted advisor 
• Nurture Customer Feedback + Customer Advocacy:
  • Conduct Strategic Business Reviews to uncover insights and share product updates and market insights within your portfolio.
  • Act as the internal customer advocate, translating customer requirements into actionable tasks for Tradable Bits product development.
  • Identify risks, upsell opportunities, and collaborate with internal stakeholders to present effective solutions.
• Project Management and Industry Expertise:
  • Project manage custom development work for clients, documenting project scope and ensuring deadlines are met.
  • Help execute on Professional Services sold to partners including workshops, campaign building and custom reporting
  • Develop a deep understanding of industry trends, best practices, and business goals, focusing on how fan marketing drives business value and ROI.
• Business Reviews and Renewals:
  • Conduct Business Reviews with customers, providing thought leadership on how to improve their strategy using our technology solutions.
  • Manage partner renewals and contribute to the Tradable Bits product roadmap and growth plans by collaborating with Product and Marketing teams.
  • Identify opportunities for expansion/upsell with your book of business in collaboration with the Inside Sales team

MUST HAVE SKILLS AND EXPERIENCE

• Expert-level communication and presentation skills (speaking, reading, writing)
• Personable, approachable, and a keen sense of humour
• Excellent problem-solving and troubleshooting skills
• Professionalism, reliability and tact: able to work with everyone from c-level executives to day-to-day users
• Creativity, curiosity, and a drive for innovation
• Major team-player mentality
• Confidence, tact and entrepreneur-level independence
• Organized, detail-oriented and able to manage multiple projects while still meeting deadlines
• A doer. You are proactive, drive towards results and suggest actionable solutions.
• Independent problem solver: able to tackle difficult issues and troubleshoot with little guidance/support
• Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, Canva, Adobe Suite etc

QUALIFICATIONS 

• Diploma or Bachelors Degree in Communications, Business, Marketing, Sports Marketing or related field(s)
• 1-4 years experience in customer success/customer support, digital marketing, agency, account management, and/or business development ideally in SAAS or tech.
• Experience with digital marketing for business
• Keen interest or work/volunteer experience in Sports will be an asset

WORK PERKS

• Competitive salary and full extended benefits
• Opportunity to work side-by-side with industry experts
• Build a network across multiple sports and entertainment organizations around the world
• Focus on personal development, collaboration and mentorship 
• Team-oriented environment with snacks, coffee, drinks and happy hours
• Creative freedom and ownership over your projects