Senior Customer Success Executive

**Job Title**:
Senior Customer Success Executive (SBC Events)

**Line manager’s job**:
Head of Customer Success

**Division**

SBC Events

**Department**:
Customer Success

**Core hours**:
Mon to Fri 9am-6pm, but must be flexible around events in global markets

**Compensation**:
Up to £30,000 plus bonus of 5%

**Based**:
London
Per Hybrid Working Policy (2 - 3 days per week office based)

**Business travel**:
Required to travel to main SBC events (Europe, plus some in North America)

**ABOUT SBC**

**SBC** connects people and companies to drive business within the sports betting, iGaming and payment industries through its global events, media and advisory business.

SBC is part of the **Sport Global Group** of companies. Headquartered in London, the group has over 100 employees across Europe, the US and Latin America. With ambitious expansion plans, SBC is a high growth and innovative company focused on customer commitment and quality.

**SBC EVENTS** organise live B2B sports betting and iGaming events for a worldwide senior executive audience with a focus on industry-leading product showcases, content and networking opportunities.

and the SBC Leaders Magazine.

**SBC LEADERS** is an invitation-only membership of the industry’s most influential operators formed with a goal to bring the industry’s best together in order to share ideas, collaborate on major issues, push innovation, and elevate the overall image of our industry through the promotion of its achievements.

**AFFILIATE LEADERS** is connecting Affiliates and Digital Marketers across the world to share ideas, push innovation and drive change.

**SBC ADVISORY PARTNERS** is the consulting and intermediary service for sports, fintech, sports betting & iGaming organisations that is focused on market insight. Its highly experienced and connected team has deep industry roots built through its global conferences and media reach.

**ABOUT THE OPPORTUNITY**

The Customer Success team is responsible for the customer relationship from the point of sale, overseeing delivery of the sponsorships and ensuring customer satisfaction with the value that they receive. When a new contract is signed by a client, the sales team will introduce the Customer Success team and from here, it is the responsibility of Customer Success to ensure all relevant teams are made aware of the items included in the sponsorship, oversee the execution, and manage the relationship with the client to ensure they receive the best customer service possible, both with the logístical elements and the overall experience.

The Senior Customer Success Executive is first and foremost a customer facing role, that will suit someone who likes interacting and building relationships with people. You will also need to be very organised, taking accountability to ensure that no detail is overlooked in the successful delivery of each sponsorship, and an adept problem solver to find solutions to keep the customer satisfied when things don’t go as planned both on-site and during event preparations.

The Customer Success team sits within the larger events team, and works closely with all teams including their colleagues in Events Operations, as well as the Conference Production team, to ensure that all elements of the sponsorship packages are planned and delivered optimally. The Senior Customer Success Executive will also work very closely with the Sales team ensuring that their allocated accounts are seamlessly managed from sale through to delivery.

As the Senior Customer Success Executive has responsibility for their assigned customers across all of the events that they participate in, this role will involve travelling to all SBC events in Europe and potentially our larger North American events

**ABOUT YOU**
- Strong communicator with a natural ability to build and improve lasting relationships
- Proactive problem solver with a desire to develop and improve the customer experience
- Accountability to deliver work to a high standard with a key focus on attention to detail
- Highly organised and process driven with effective and efficient administrative skills
- Demonstrable evidence of working collaboratively in a team environment with the ability to manage workload and use initiative whilst working alone
- Confident to manage customer issues and coordinate teams to resolve complaints promptly
- Able to deal with high pressured situations in a calm and collected manner
- Good written and spoken English
- Experience using Microsoft Office / Google Suite

It would be bonus if you have:

- Knowledge of exhibitions, tradeshows and conferences
- Secondary language

**KEY RESPONSIBILITIES AND ACCOUNTABILITIES**

**Pre-event**
- Pick up the customer relationship from the point of sale, and be accountable to manage it through delivery to ensure customers have success with their sponsorship of, and exhibition at our events
- Develop the sponsor action plan for each sponsorship sold
- Build a strong relat