Customer Success Manager

**A bit about us**

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media.

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan.

We are the trusted partner to over 500 sports organisations globally, capturing the highest quality data for many of the world's largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA.

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organisations, we are driven to the deliver the difference for our partners.

**What We Do**
- **Sportstech**

Data capture, management and analysis tools that help leagues run their sport, unlock new revenue streams, and protect the integrity of their competitions.
- **Video**

Fully automated streaming technology, production and distribution services that help showcase sports to the world.
- **Sportsbook**

Everything a sportsbook operator needs to manager their operation and grow profits - all powered by the finest live sports data available.
- **Media & Engagement**

We help brands and publishers engage and monetise sports fans with personalised campaigns and content they will love.

**Responsibilities**
- Manage sportsbook customer accounts, as directed, in APAC 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 upselling allocated customers, as well as identifying 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
- 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**
- 2+ years in Customer Success / Account Management role
- Deep understanding of the Asian 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
- Proven track record in utilizing processes and tools critical to Customer Success
- 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
- A passion for sports, betting and data

**This role is eligible for hybrid working - 3 days in the office and 2 days from home**

**What's in it for you?**

As well as a competitive salary, variable compensation and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.

**How we work**

We have adapted a forward-thinking 'Ways of Working' framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what's achievable, alway