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Customer Success Manager

2 months ago

London Area, United Kingdom Ultimate Asset Full time
Job Title: Customer Success Manager

Location: London, Hybrid Working

Package: £65 - £85K base + benefits

Company Overview: Ultimate Asset is a leading provider of innovative solutions in the sports, entertainment, and broadcasting industry, partnering with high-profile sports rights holders and broadcasters globally. Our company is committed to delivering exceptional service and ensuring our customers achieve maximum value from adopting and using our products and services.

Job Overview:

The Customer Success Manager (CSM) will be responsible for managing and nurturing relationships with top-tier clients, including publishers, rights holders, and broadcasters. The ideal candidate will have a deep understanding of the sports, entertainment, and media industry, excellent interpersonal skills, and a proven track record of managing high-value client relationships. The CSM will act as the primary point of contact, ensuring client satisfaction, retention, and growth. Regular international travel will be part of your remit engaging and retaining clients.

Key Responsibilities:
  • Client Relationship Management:
    • Develop and maintain strong, long-term relationships with key stakeholders within assigned accounts.
    • Act as the primary point of contact for clients, addressing their needs and resolving issues promptly.
    • Conduct regular business reviews to ensure clients are satisfied with the products and services and are achieving their business goals.
  • Onboarding and Implementation:
    • Oversee the onboarding process for new clients, ensuring a seamless transition and integration of services.
    • Collaborate with internal teams to ensure client requirements are met during the implementation phase.
  • Client Retention and Growth:
    • Identify opportunities for upselling and cross-selling additional services and products to enhance client value.
    • Develop and execute strategic account plans aimed at maximizing client retention and growth.
    • Monitor client health metrics and implement strategies to mitigate risks and ensure client success.
    • Commercial acumen in being able to identify growth opportunities
  • Product Expertise and Advocacy:
    • Maintain a deep understanding of the company's products and services and how they can be leveraged to meet client objectives.
    • Provide training and guidance to clients on product features and best practices.
    • Act as an advocate for clients, providing feedback to internal teams to influence product development and enhancements.
    • Report back and strategically advise the business on client needs to inform future product roadmap development
  • Collaboration and Communication:
    • Work closely with Commercial Marketing, Product, and Support teams to ensure a cohesive approach to client management.
    • Facilitate effective communication between clients and internal teams to ensure client needs are met.
    • Prepare and deliver regular reports on client status, including successes, challenges, and areas for improvement.
    • Excellent client relationship-building skills in terms of building rapport and trust
Qualifications:
  • Bachelor's degree in Business, Marketing, Sports Management, or a related field. Master's degree preferred.
  • Minimum of 7 years of experience in customer success, account management, or a related role, preferably within the sports and media industry.
  • Proven track record of managing high-value client relationships and driving client satisfaction and retention.
  • Strong understanding of the sports rights, entertainment, and broadcasting landscape.
  • Excellent written and oral communication, negotiation, and interpersonal skills.
  • Ability to analyze data and metrics to inform decision-making.
  • Proactive, results-oriented, and able to work independently as well as part of a team.
  • Strong problem-solving skills and the ability to think strategically.
  • Proficiency in CRM software and other relevant tools.

Ultimate Asset is proud to be an equal employment opportunity employer. We do not discriminate based upon race, colour, gender, sexual orientation, gender identity, gender expression, age, status, origin, disability, or any other basis covered by law. All employment is decided on the basis of merit, qualification & business need. We celebrate diversity and encourage you to apply to opportunities here at Ultimate Asset.

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