Customer Success Manager

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting.   

Through the latest AI technologies and machine learning, we combine decades' worth of data with the latest in-game happenings. We then offer coaches, teams, professional bodies, and media channels around the world, access to the very best data, content, and insights.  In turn, improving how sports fans interact with their favourite sports teams and competitions. 

How do they use it? 

• Media outlets add a little magic to their coverage with our stats and graphics packages. 
• Sportsbooks can offer better predictions and more accurate odds. 
• The world's top coaches are known to use our data to make critical team decisions. 
• Sports commentators can engage with fans on a deeper level, using our stories and insights. 

Anywhere you find sport, Stats Perform is there.  However, data and tech are only half of the package. We need great people to fuel the engine. 

We succeeded thanks to a team of amazing people. They spend their days collecting, analyzing, and interpreting data from a wide range of live sporting events. If you combine this real-time data with our 40-year-old archives, elite journalists, camera operators, copywriters, the latest in AI wizardry, and a host of 'behind the scenes' support staff, you've got all the ingredients to make it a magical experience!

Responsibilities:

• As a successful Customer Success Manager at Stats Perform, you’ll be responsible for ensuring the success of Stats Perform’s customers within your assigned portfolio of accounts.  You will act as a trusted advisor, fostering strong customer relationships, driving product adoption, and ensuring long-term customer retention.
• You will be working to ensure customers achieve their desired business outcomes by effectively adopting and maximizing value from their licensed products and realising a return on their investment with Stats Perform. 
• With your knowledge of your customers’ business, the sports industry and knowledge of Stats Perform products you will be responsible for ongoing engagement, proactive account management, and partnering with cross-functional teams to drive customer satisfaction and loyalty. You will leverage data and insights to optimize the customer experience and drive continuous improvement across the entire customer journey.

As a Customer Success Manager, you will: 

• Own the relationship with assigned customers, focusing on increasing product adoption, supporting renewals in collaboration with the sales team, and ensuring overall customer satisfaction.
• Establish and maintain relationships with key stakeholders across the customer organization, driving account strategy and growth.
• Understand customer’s business objectives to anticipate their needs and develop appropriate strategies, including identifying upsell opportunities.
• Conduct regular business reviews with customers to assess account health, ensuring adoption, benchmarking, and best practice alignment based on agreed KPIs.
• Monitor potential risks to account health and take pre-emptive actions to mitigate churn.
• Gather and analyse customer feedback on product usage and adoption, providing actionable insights. 
• Collaborate with internal stakeholders and actively participate in product roadmap discussions, sharing customer insights to align product enhancements with customer needs and strategic objectives.
• Serve as the customer's advocate, ensuring their voice is represented in discussions with internal teams and that their concerns are addressed.
• Manage customer escalations and provide regular updates on key support activities and issue resolution.
• Partner with Technical Success Managers to manage the technical health of customer accounts, coordinating activity on technical queries and collaborating on the preparation of technical insights for customer review meetings.
• Deliver regular updates on the performance and success management of your customer portfolio. 
• Partner with internal teams to develop case studies, customer success stories, and testimonials based on client experiences.
• Play an active part within the global Customer Success team, sharing best practices, lessons learned, and strategies for driving customer success.

Required Qualifications:

• Bachelor’s degree in business, marketing, or related field.
• Fluent in both written and spoken English. 
• Strong sporting knowledge. 
• Experienced in reviewing, and verifying, customer contracts and deliverables.
• 3+ years of Customer Success or related experience with a proven track record of success working with enterprise-level clients.
• Strong communication skills with the ability to communicate effectively with customer and internal stakeholders, including executive leaders.
• Ability to collaborate with technical teams and assess the technical health of customer accounts.
• Experience in advocating on behalf of your customer, in an empathetic and customer-centric way.
• Experience in working cross-functionally with product, marketing, sales and support functions to deliver a seamless customer experience.
• Demonstrated ability to manage time and the priorities of multiple clients simultaneously, without compromising quality.
• Ability to use data to monitor account health and identify areas for intervention.
• Experienced in the delivery of regular account performance and success reports.
• Ideally a passion for sports and desire to impact the way these sports are managed and consumed

Desired Experience:

• High technical aptitude, with a familiarity of data delivery methods such as XML and Restful API preferred
• Knowledge of the sports industry specifically in areas of data analytics, data in sports media or data driven team performance.  
• Existing knowledge of Stats Perform’s Media and Tech and Data Feeds products and how they align to customer needs and objectives.
• Additional language capabilities are seen as a positive.
   

Why work at Stats Perform?

We love sports, but we love diverse thinking more!

We know that diversity brings creativity, so we invite people from all backgrounds to join us. At Stats Perform you can make a difference, by using your skills and experience every day, you'll feel valued and respected for your contribution.

We take care of our colleagues

We like happy and healthy colleagues. You will benefit from things like Mental Health Days Off, ‘No Meeting Fridays,’ and flexible working schedules.

We pull together to build a better workplace and world for all.

We encourage employees to take part in charitable activities, utilize their 2 days of Volunteering Time Off, support our environmental efforts, and be actively involved in Employee Resource Groups.

Diversity, Equity, and Inclusion at Stats Perform

By joining Stats Perform, you'll be part of a team that celebrates diversity. A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome. All employees are collectively responsible for developing and maintaining an inclusive environment. That is why our Diversity, Equity, and Inclusion goals underpin our core values.

With increased diversity comes increased innovation and creativity. Ensuring we're best placed to serve our clients and communities. Stats Perform is committed to seeking diversity, equity, and inclusion in all we do.