Details

Job Title: Client Success Manager

Job Location: Chicago, IL

Requirements: 4+ years of account management experience preferably in the sports and entertainment industry.

Company Summary

Based in downtown Chicago, IL, Trajektory is an innovative data insights and valuation technology start-up with a unique take on how to leverage and value sponsorship data throughout the sports, media, and entertainment industries. Culture is a major priority, as both personal and professional development is supported and believed in from the company’s leadership team. If you’re looking for an opportunity to get involved with an exciting industry through tackling unsolved problems with innovation and hard work and want to get in at a high growth start up, chances are this could be a good next adventure for you.

The Role

Your goal in this role will be to provide a high quality client success experience. By ensuring a seamless onboarding experience, building relationships, and managing retention of clients, this is a pivotal role for the company. You are equal parts trusted advisor and consultant, implementation manager, product expert, and an optimizer. Our team is continually focused on helping our clients improve their sponsorship businesses. Ensure clients are well prepared, informed, and utilizing the Trajektory platform to its maximum potential. Their success is our success. You will be instrumental in building our client success team, and will have an opportunity to make a big impact at a growing and exciting company. Clients will range from professional sports properties and teams to top tier brands and agencies, and more.

The ideal candidate excels at building deep relationships while effectively managing both client expectations and internal teams supporting client deliverables. The successful Client Success Manager has a proven track record of success in an account management role serving top tier clients, the ability to manage many complex projects across multiple clients simultaneously, and a deep understanding of sponsorship and data storytelling.

Key Responsibilities

Own overall responsibility for providing high-quality client success experience, including day-to-day relationship management and support, technology optimization, best practice recommendations, and all activities that contribute to the Client Success experience.
Review existing Client Success activities and recommend/execute a go forward approach that increases high value activities and reduces low value ones. Likely to include data-driven capacity planning, and a standard set of Client Success activities, deliverables, and tracked outcomes in an effort to work towards defined department and individual KPIs.
Partner with other functions (e.g. Sales, Analysts, Product, Marketing) to examine activities and handoffs in the client lifecycle and make recommendations/improvements in the client experience and growth.
Build strong client relationships, addressing escalations and managing expectations.
Continuously improve processes and approaches for the benefit of our teams and customers; proactively solicit and incorporate internal and external feedback on process and experience improvement opportunity areas.
Be a cultural, brand, and product ambassador for Trajektory internally and externally.
Work closely with sales, engineering and analysts to onboard new clients, grow adoption, advocacy, and expansion in year one.
Work closely with the sales team to influence cross-sell and up-sell opportunities with clients.
Increase future lifetime value through higher product adoption, customer satisfaction and overall client health.
Help drive client case studies and testimonials.
Track and organize a calendar of touchpoints, monthly updates and client feedback.
Exceptional communication, collaboration, prioritization, and influencing skills.
Passion for service and the desire for a deep understanding of issues facing customers.
Lifelong learner who is curious and strives to be a product expert.

Qualifications:

3-5 years of experience in a client-facing role within a professional services organization delivering exceptional client service.
Proven success at project management, balancing the needs of multiple stakeholders and working under tight timelines with resource constraints.
The ability to work in a high-energy, fast-paced environment and collaborate with others to achieve results as a high-performing & interdependent team.
Individual contributor & team player with the ability to manage your daily tasks and prioritize, organize, and execute efficiently while working toward organizational goals.
Demonstrated success managing multiple client and senior executive relationships, including serving as a trusted 'go to' thought partner for client strategy.
Demonstrated success in managing Client Success core competencies include leadership, client relations, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude.
Experience building business relationships and facilitating conversations at various levels.
Relevant industry experience & developing domain expertise with an ability to participate in most or all conversations with various levels of client contacts.
An expert at organization, process building, and knowledge of customer relationship management software.
Knowledge of the sponsorship industry, performance data, and technology solutions preferred.
Some travel may be required occasionally.

Trajektory Careers