Customer Success Manager, Sports

Customer Success Manager, Sports

Tradable Bits is an award-winning tech company that helps sports, music, and entertainment brands build better fan experiences. We are seeking a driven problem solver with a passion for developing client relationships. We need you to live, eat, and breathe technology, digital marketing, and social media for business; with an endless supply of new campaign ideas. You must work well with others, have excellent communication skills, and take pride in managing your own schedule and workload.

As our Customer Success Manager, you will collaborate with our sports clients on groundbreaking digital marketing campaigns. We want you if you're bursting with ideas for social media projects, constantly nerding out over new digital marketing technologies, and have experience building personal relationships with clients; taking pride in their success. You will be expected to engage, retain, and drive customer renewals and growth by ensuring our clients are able to achieve their business goals using our technology.

This is a primarily in-office position based in Vancouver, BC.

What you’ll do:

• Quickly master the Tradable Bits platform and know it inside and out
• Onboard new clients and oversee the plumbing and setup of their accounts from start to finish
• Ensure clients are trained and adopt our product across multiple departments
• Help clients develop campaign ideas and digital strategies that employ our platform in creative, effective ways
• Understand our clients business goals and translate them into effective strategy and data-backed reports
• Establish productive and trusted relationships with key stakeholders and guiding them as a trusted advisor
• Identify risk, upsell, and expansion opportunities and work with internal stakeholders to present solutions
• Project manage custom development work for clients: documenting project scope and ensuring deadlines are met
• Liaise with third-party technology vendors on integrations and come up with solutions that benefit our clients goals
• Develop a thorough understanding of industry trends, best practices, and business goals with a focus on how fan marketing drives business value and ROI
• Keep clients on the cutting edge of fan marketing and industry trends by staying informed on current product developments and communicating them to clients
• Conduct business reviews with clients and provide thought-leadership on how to improve their strategy with our technology solutions
• Be a customer advocate within Tradable Bits and provide input to our product roadmap and growth plans

Skills + Attributes:

• Expert-level communication and presentation skills (speaking, reading, writing)
• Personable, approachable, and a keen sense of humour
• Excellent problem solving and troubleshooting skills
• Professionalism, reliability and tact: able to work with everyone from c-level executives to day-to-day users
• Creativity, curiosity, and a drive for innovation
• Major team-player mentality
• Confidence, tact and entrepreneur-level independence
• Organized, detail-oriented and able to manage multiple projects while still meeting deadlines
• Independent problem solver: able to tackle difficult issues and troubleshoot with little guidance/support
• Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, etc

Qualifications:

• Diploma or Bachelors Degree in Communications, Business, Marketing, Sports Marketing or related field(s)
• 1-2 years experience in social and/or paid marketing, account management, business development, or customer relations/support
• Experience with social media and digital marketing for business
• Keen interest or work/volunteer experience in Sports will be an asset

Work Perks:

• Competitive salary and full extended health benefits
• Laptop and an extensive phone plan
• Build a network across multiple music and entertainment organizations around the world
• Beautiful open-concept office in Mount Pleasant, Vancouver
• Team-oriented environment with free snacks, coffee and drinks
• Flexible and remote work options
• Creative freedom and ownership over your projects/accounts