Lead Client Success Manager (Enterprise)
About The Position
Two Circles is a Sports & Entertainment Marketing business focused on growing audiences and revenues by understanding fans. They partner with clients to help them understand and influence fan behavior across various aspects like spending, event attendance, channel engagement, and content consumption. Their platforms and services are utilized by over 1000 clients globally, including major organizations like the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike, and Amazon. With over 1000 employees across 15 offices, Two Circles serves a diverse range of sports and entertainment businesses worldwide. The Enterprise Client Success Manager will oversee a portfolio of 8-10 key client relationships in North America, ensuring successful adoption and value realization of Two Circles' technology and services. This role involves acting as a trusted advisor to senior client stakeholders, guiding them on best practices, identifying growth opportunities, and maximizing solution impact. Collaboration with internal teams such as Solutions, Business Development, Marketing, and Product is crucial for driving client satisfaction, retention, and account growth.
Requirements
- 5+ years of experience in an account management, or client relationship role.
- Proven success managing client accounts, building relationships with key stakeholders and C-suite executives
- Experience working in sports, entertainment, or a related industry.
- Proven success in managing client accounts, building strong relationships, and driving customer satisfaction by understanding client needs.
- Ability to manage and execute complex projects.
- Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization.
- Analytical mindset with the ability to use data to drive decisions and showcase the value of solutions.
- Strong problem-solving skills with the ability to navigate complex customer challenges.
- Detail-oriented with strong organizational skills and ability to manage multiple accounts simultaneously.
- Comfortable with frequent travel (up to 25%), including overnight stays.
- Proven experience in utilizing Microsoft Dynamics and Salesforce CRM platforms.
- Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations.
Nice To Haves
- Knowledge of SaaS solutions and enterprise software products is highly preferred.
- Experience with the KORE intelligence platform is a plus.
Responsibilities
- Manage and guide clients throughout their entire lifecycle, from initial onboarding to renewal.
- Develop strong, long-term relationships with key stakeholders, ensuring the highest levels of satisfaction with both our software and services.
- Oversee client onboarding processes, ensuring smooth adoption of products and timely delivery of services.
- Monitor account health, identifying and mitigating risks to client retention.
- Partner with Client Success Director to understand clients' evolving needs and to identify opportunities for growth.
- Collaborate with Product and Engineering teams to ensure that client feedback is effectively communicated and that feature requests or issues are prioritized and addressed.
- Work with the marketing team to identify client success stories and create case studies or testimonials to help promote our brand.
- Drive client renewals and help to reduce churn by ensuring clients see continuous value from our technology and services.
- Identify and act on opportunities for cross-selling and upselling additional services or features to existing clients.
- Help forecast and meet revenue growth targets for assigned accounts.
- Regularly track, report, and communicate the health and progress of client accounts, using metrics such as product usage, engagement levels, and renewal potential.
- Conduct business planning meetings with clients to evaluate success, and identify future objectives.
- Ensure that clients are fully utilizing our technology and services to meet their business goals and objectives.
- Promote and implement best practices, offering expert advice on how to optimize their use of our technology and services.
- Provide proactive support and strategic guidance to clients, driving long-term value and satisfaction.
- Serve as a trusted advisor to clients, advocating for their needs and ensuring their goals are aligned with our solutions.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
