Client Success Manager (EMEA - London) Remote
Hookit
London, England, United Kingdom
2d ago

At Hookit, we help brands maximize their sponsorship investments while empowering athletes, teams, leagues, and federations to prove and increase their value to sponsors.

We are growing our team to support our meteoric growth in the new media, data-driven and insight focused sports sponsorship analytics space - an industry and approach we pioneered nearly five years ago.

This year, more than $130B will be invested globally in sports sponsorship and related marketing activation. In years past, the value of sports sponsorship was broadly estimated based on assumptive, impression-based measurement of traditional media channels like television, print, and radio.

With the massive growth and shift to social and digital media, these modern channels demand modern methods to track engagement and sponsorship value with real-time, verified data and insights.

Hookit developed the first, most trusted standard in the global marketplace that effectively measures $5B per month of previously unknown sponsorship value that brands receive from athletes, teams, leagues, venues, and events in social and digital media.

Now actively tracking nearly 500,000 sports entities across the largest social and digital media platforms, Hookit has become a must-have tool for digitally-focused, forward-thinking companies like Major League Soccer, Soccer United Marketing, Canadian Olympic Team, Monster Energy, GoPro, McLaren Honda F1, Kantar Media, Liverpool FC, PGA European Tour and World Surf League, who use Hookit's platform to drive increased ROI on their sponsorships.

Overview :

If you are motivated, energetic & dynamic and love data, you might be a fit for our Client Success team. The role includes responsibility for all Customer Success activities including onboarding, customer service, advocacy and retention, as well as outcomes including renewals and up-sell.

The CSM works closely with the team to turn Customer Success into a profit center that is a driving force for company growth.

The role requires proven experience in driving success for enterprise accounts and an intense appreciation for amazing data insights.

Job Responsibilities :

Drive Customer Success Outcomes

  • Optimize Customer Journey and delight customers
  • Reduce churn
  • Grow revenue on current customers through up-sell and cross-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Ensure seamless handover from Sales to CS for enterprise clients
  • Learn from industry best practices and apply continuous improvement
  • Ensure effective, efficient and transparent onboardings
  • Build long-term relationships with high-level clients
  • Manage Customer Success Activities

  • Customer Support
  • Renewals
  • Up-sell and cross-sell
  • Customer advocacy
  • Drive customer referrals
  • Experience with collaboration with product team for improvements
  • Required Skills / Experience :

  • 4+ years' experience working with high-level accounts
  • Expert understanding of SaaS Platforms
  • Highly analytical, process-oriented and executing mindset
  • Data-driven
  • Excellent communication and people skills
  • Strong empathy for customers and passion for revenue and growth
  • Demonstrated desire for continuous learning and improvement
  • Excellent negotiation skills
  • Flexibility to schedule calls based on customer availability
  • Ability to travel when necessary
  • German speaking a plus
  • Our Story :

    Hookit began as SponsorHouse, a game-changing service to connect amateur athletes with sponsors online. Athletes & founders Scott Tilton and RJ Kraus developed a platform that connected hundreds of thousands of athletes with millions of deals, gathering mountains of data in the process.

    And, as the data grew, so did the story it was starting to tell...

    Today, we are a fast growing team of 90 sports and technology experts widely recognized for solving our customer's needs with innovative, reliable and easy to use tools.

    Based on the coast in San Diego, California, our culture is rooted in ensuring our team is happy with the work they are doing, where they are doing it and who they are doing it with.

    We want Hookit to be the best, most fulfilling job everyone on our team has ever had.

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