Customer Success Manager, Sports

TradableBits Media Inc.•Vancouver, BC

4d•Onsite

About The Position

Tradable Bits is seeking a Customer Success Manager, Sports to collaborate with sports partners on digital marketing campaigns. The ideal candidate will have a strong background in digital marketing and/or customer success, ideally within the sports and entertainment sector. This role involves engaging, retaining, and driving customer renewals and growth by ensuring customers achieve their business goals through Tradable Bits' technology. The position requires a solutions-focused, creative, organized, and adaptable individual who is proactive, empathetic, and willing to be hands-on to ensure customer success and build lasting partnerships.

Requirements

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
A doer. You are proactive, drive towards results and suggest actionable solutions.
Independent problem solver: able to tackle difficult issues and troubleshoot with little guidance/support
Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, Canva, Adobe Suite etc
Diploma or Bachelors Degree in Communications, Business, Marketing, Sports Marketing or related field(s)
1-4 years experience in customer success/customer support, digital marketing, agency, account management, and/or business development ideally in SAAS or tech.
Experience with digital marketing for business

Nice To Haves

Ideally in the sports and entertainment sector
Keen interest or work/volunteer experience in Sports will be an asset

Responsibilities

Oversee the setup of new customer accounts from start to finish.
Guide customers through the setup and training process on Tradable Bits, ensuring comprehensive awareness and utilization of all features.
Build and nurture relationships with customer stakeholders, ensuring ongoing adoption of platform features and maintaining regular engagement.
Collaborate on campaign ideas and digital strategies, offering creative and effective solutions tailored to the platform.
Establish productive and trusted relationships with key stakeholders and guide them as a trusted advisor.
Conduct Strategic Business Reviews to uncover insights and share product updates and market insights within your portfolio.
Act as the internal customer advocate, translating customer requirements into actionable tasks for Tradable Bits product development.
Identify risks, upsell opportunities, and collaborate with internal stakeholders to present effective solutions.
Project manage custom development work for clients, documenting project scope and ensuring deadlines are met.
Help execute on Professional Services sold to partners including workshops, campaign building and custom reporting.
Develop a deep understanding of industry trends, best practices, and business goals, focusing on how fan marketing drives business value and ROI.
Conduct Business Reviews with customers, providing thought leadership on how to improve their strategy using our technology solutions.
Manage partner renewals and contribute to the Tradable Bits product roadmap and growth plans by collaborating with Product and Marketing teams.
Identify opportunities for expansion/upsell with your book of business in collaboration with the Inside Sales team.