Senior Customer Success Manager
Senior Customer Success Manager
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1 Vacancy
Job Description
We are looking for a Senior Customer Success Manager to join the Spiideo team!
Spiideo is a global leader in automated cloudbased solutions for sports video analysis and streaming. Trusted by thousands of organizations worldwide Spiideo serves some of the most renowned professional and collegiate teams media companies and leagues and federations.
Join the Customer Success team if you would love the opportunity to work with some of the largest and fastest growing Media companies and Leagues inNorth and South America using Spiideo.
We strongly encourage women and individuals from diverse backgrounds to apply as we believe that a variety of perspectives drives innovation and success within our team.
This role is based in Philadelphia USA and you will report directly to the VP of Customer Success.
The role:
In this role you will manage our largest most strategic customers across the Americas using Spiideo which include mostlyMedia Companies or Leagues & Federations.
Your responsibilities include onboarding and training driving renewals and upselling and ensuringcustomers fully maximize the value of Spiideo.
You will be project manage new camera installation roll outs work with our development team to ensure smooth product implementations coordinate and prepare for large events tournaments or seasonstarts with our Support & Operations teamconduct QBRs managing dayday customer interactions regularly meet with customers to drive improvement and coordinate with Sales on specific growth initiatives.
Core responsibilities:
- Onboarding & Implementation: Lead and oversee the successful onboarding of new customers managing timelines resources and communication for complex multistakeholder implementations.
- Customer Satisfaction: Provide strategic guidance and operational support to help customers unlock the full potential of Spiideos solutions
- Renewals:Proactively manage the renewal process driving retention and renewal targets through strategic planning and consistent followups.
- Upsell & Expansion: Collaborate with customers to identify opportunities to expand their use of Spiideos solutions driving adoption and revenue growth.
- Churn & Escalation Management: Develop and execute proactive engagement plans to reduce churn addressing challenges with tailored strategies and solutions.
- Stakeholder Relationship Management: Build and maintain trusted partnerships with seniorlevel stakeholders
- Operational Excellence: Coordinate and optimize internal and external processes to support complex projects including crossfunctional collaboration resource allocation and milestone tracking.
- Project Management: Own the endtoend execution of largescale customer initiatives ensuring timely delivery alignment with customer goals and measurable outcomes.
What type of customers would you manage
Our largest Media Companies& Leagues across North and South America using Spiideo for Spiideo Play (broadcasting) Spiideo Replay (VAR) or Spiideo Perform &League Exchange for teams within those leagues.
- Media Companies
- Leagues and Conferences
Some examples include UnitedSoccer League (USL) NBC Sports ESPN World Wide of Sports SeeUPlay (Mexico) BlackBear Sports Groupetc.
What we are looking for:
- Minimum 5 years experience with similar role
- Sports tech or Sports mediaindustry preferred
- Experienced with seniorlevel stakeholder management and communication
- Strong timemanagement and prioritization skills
- Ability to manage multiple complex projects and driving to completion
- Very processdriven and structured approach to working
- Selfmotivated takes initiative positive team first attitude
- Excellent ability to train customers via Webinars 1on1 meetings conduct QBRsetc.
- Passion for customer success and get joy out of seeing our customers succeed
What we can offer:
- A fun highly skilled & motivated team with experience from worldleading companies
- A fastgrowing sports tech startup with a global footprint
- A work environment where you use the latest modern technologies & tools
- Company offsite and team gatherings (12x per year)
- A place where we prioritize selflearning through regular feedback tools or whatever you need to accelerate your skills & career
- Opportunities to shape your own career development. The more responsibility you want the more you will get
Location
This is a fulltime onsite/hybrid positionbased in Philadelphia USA. Spiideos global headquarters isbased inMalm Sweden. You will report to VP of Customer Success.
Benefits
You will be part of an international team with knowledgable and friendly people from many different nationalities and backgrounds. Thats why we welcome applicants from all backgrounds to contribute their unique perspectives skills and experiences fostering a diverse and inclusive workforce across Spiideo.
We offer a well developed benefits package including a pension & insurance package according to collective agreement standard parental leave pay wellness contribution and the opportunity to spend two hours per week on physical activity. Apply now and become an integral part of our success story.
Employment Type
Full Time
