Customer Success Manager, Sportsbook - APAC

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com. 

THE ROLE: 

Join the Genius team helping sportsbooks level up with live data, expert services, and fan-first experiences that drive global engagement

Responsibilities:

• Manage sportsbook customer accounts, as directed, in APAC to ensure customer requirements are understood, demands met and issues dealt with and resolved effectively and promptly
• Have a broad understanding of the clients’ organisations and build strong relationships with contacts in their business
• Assist team across your region in retaining and upselling allocated customers, as well as identifying new business opportunities
• Responsibility for formulating key commercial strategies via Account Plans to drive revenue growth across our customer base in conjunction with Senior CSMs and Business Development Managers (BDMs)
• Working closely with Implementation team to ensure onboarding process for customers is timely, transparent and efficient
• Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide
• Ensure the speedy closure of deals, execute internal plans to completion and drive issues through to a resolution in consultation with Senior CSMs and/or Business Development Managers
• Monitor customer performance against SLAs and internal targets and report findings to the business, as well as monitor contractual delivery both by customers but also by Genius Sports
• Liaise with trading and support teams to monitor any issues that arise, identifying and escalating important issues as necessary
• Proactively support the Commercial Team with special/internal projects
• Responsible for formalising and maintaining regular client feedback systems
• Form an important bridge across many aspects of our business and work closely with teams based at other offices worldwide
• Diligent, timely and comprehensive reporting on all activities as required

WHAT YOU’LL BRING:

• • 2+ years in Customer Success / Account Management role
  • Deep understanding of the Asian sports betting and online gaming industry Experience in any of the following industries is preferable: Sports Betting/On-line gaming, SaaS, Technology, Media, Telecoms, Ecommerce or in a similar fast-moving/tech company offering a bespoke product/ service
  • Proven track record in utilizing processes and tools critical to Customer Success
  • Effective and comprehensive use of Power BI, Monday.com and Salesforce
  • Outstanding communication skills and a clear priority in providing excellence in customer service
  • Proven ability to problem solve and drive issues through to a timely resolution
  • A collaborative approach and able to foster effective stakeholder relationships
  • Committed to excellence and providing a superior customer experience
  • Demonstrates adaptability in fast-paced environment
  • A passion for sports, betting and data

  This role is eligible for hybrid working - 3 days in the office and 2 days from home

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location. 

As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports. 

One team, being brave, driving change  

We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius Sports.  

Let us know when you apply if you need any assistance during the recruiting process due to a disability.