Client Success Manager

Client Success Manager

The role of the Client Success Manager in Sports & Entertainment is an integral part of the customer facing team. You would bring the voice of the customer to internal prioritization, and manage customer expectations as agents of the company. You would lead with insight and empathy to establish and enhance customer relationships that protect renewals and generate referrals.

Responsibilities

• Become a trusted advisor for each Sports & Entertainment account by maintaining a great relationship with key members at the customer's corporate, region, and/or local venue.
• Understand and advocate for your roster of clients and act as an internal voice of their business operations, specific needs and ways of working so that our product drives higher revenues and a better customer experience.
• Own end of season reviews, quarterly and year-end business reviews and work collaboratively with sales, sales support and other departments to provide updates to the clients to include but not be limited by:
• Industry best practices
• Review of current operation success and areas of recommendation to enhance
• Take a consultative approach on improving the client operations as it involves payments, POS, ordering, employee management, food and beverage and retail transactions enhancement, and other transactional technology.
• Along with accountable owners from all SkyTab Venue Departments, oversee all projects from order to install, assisting with external and internal communications to ensure each customer project is installed in a timely and accurate manner.
• Collaborate with Business Development, Engineering, and Product Development to support prospects and customer solutions with complex deployments.
• Partner with Business Development to manage and grow each Sports & Entertainment account where possible.
• Provide an escalation path for site issues/concerns as needed. This may include support issues, billing questions, equipment/warranty questions, etc.
• Provide reports as requested to include case statistics, support statistics, user access, etc.
• Communicate schedules, updates, status, major decisions, risks and blockers related to product development.
• Liaison with Business Development concerning enterprise account challenges, opportunities, corporate structure changes, initiatives.
• Build relationships and influence others to become a Shift4 advocate and drive decision making.
• Hold weekly, bi-weekly or monthly reviews with all Tier 1 sites in your portfolio.
• Hold bi-weekly or monthly account and product roadmap reviews with the corporate contacts of your Major Account Groups.
• Work with third party vendors as needed for escalations, issues, new feature pilots/testing.
• Demonstrate leadership skills and the ability to work in challenging environments.
• Demonstrate strong communication skills and the ability to target messages to the right levels of an organization.

Qualifications

• Bachelor's degree in Business or Information Technology fields or business equivalent.
• Minimum of 2 years Client Success or relevant experience within the Point of Sale, Sports & Entertainment or Payments industry.
• Payments experience and strong understanding of the Payment industry is a plus.
• Strong understanding of software and third party integrations is preferred.
• Hospitality experience and strong understanding of the Hospitality/Stadium industry is preferred.
• Excellent teamwork skills including written and verbal communication skills.
• Excellent relationship building skills.
• Excellent presentation and speaking acumen.
• We are looking for individuals that are extremely self-sufficient, available to work flexible hours, & hold themselves to the highest standards of professionalism.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.