This role is an in-office position in Pittsburgh. We offer relocation support to new employees.
The Customer Success Manager role involves designing, implementing, and measuring new cross-functional initiatives to deliver an exceptional customer experience for YinzCam's mobile-app, website, and data platforms.
You will serve some of the biggest brands in sports in NFL, NBA, NHL, MLS, EPL, to drive YinzCam's platform adoption and business value to those brands.
•︎ In this role, you will: - Design and implement customer success plans with business goals, KPIs, and timelines.
- Expand current product portfolio by understanding customer needs, wants, pain points, and opportunities for expansion to YinzCam's products and services.
- Work with Product Owners, Design, and Engineering teams to serve customers who are pushing the YinzCam platform's boundaries.
- Work with third parties to ensure that their integration into the platform is seamless.
- Collect and relay product and customer feedback, to identify pain points and opportunities that inform Product and Strategy.
- Conduct customer meetings to discuss best practices, share use cases, communicate feature updates, and make recommendations to help customers maximize YinzCam's platform and services.
- Identify and expand opportunities to deepen customer engagement and customer growth.
- Maintain accurate and up-to-date customer records in our system.
- Facilitate customer testimonials and case studies.
- Report to the CEO.
•︎
You will LOVE this role if you: - Are a doer, not a talker alone-you operate with sheer horsepower and can/will get things done.
- Have a customer-obsessed, product-obsessed, service-obsessed mindset.
- Are an articulate, exceptional presenter in executive and business settings.
- Are an over-communicator, over-documenter, self-learner, and juggler of multiple projects.
- Write beautifully, and are a stickler for English grammar and for design details.
- Are passionate about customer satisfaction and retention, and have a track record of anticipating customer needs and delivering on-time/ahead-of-time solutions.
- Can proactively identify pain points and opportunities from the customer's lens.
- Have 5+ years of experience in customer success for technical products, mobile apps, and websites.
- Are in it for the long haul, to grow your career at YinzCam, to become a leader for customer success across our organization long-term.
About us: We build mobile apps that are used by 200+ professional sports clubs in the NFL, NBA, MLS, NHL, EPL (U.K.), Liga MX, AFL (Australia), and more.
Job Questions: - What is your ideal starting date, if we were to make you an offer at the end of the interview process?
- Are you willing to work out of our offices in Pittsburgh on a daily basis?
- How many years of customer-success experience do you have in digital sports platforms?