About us:
FanConnect is looking for a Customer Success Manager to join our growing company. We make technology that powers the TVs, tablets and digital signage screens in large sports stadiums and arenas. If you have been to a top-25 college football game you’ve probably seen our technology in action. If you’ve been to a home game for the San Diego Padres, Pittsburgh Steelers, Dallas Mavericks, Chicago Bears and many other teams you have likely interacted with our products. FanConnect has been working with sports venues for over 10 years and is headquartered in Charlotte.
Customer Success at FanConnect:
We make solutions for everything from small college athletic venues to stadiums and arenas used by the NFL, NBA, MLB, MLS, and NHL. You will work with existing customers to make sure they are continuing to get value from our products, and work with new customers to ensure they get off on the right foot. Typical activities will include:
- Work with FanConnect sales to ensure a smooth handoff for new customers. Specifically - understanding the reasons the customer signed up with FanConnect, and the outcomes they need to see to ensure ongoing renewal.
- Onboard new customers onto our web-based content management system (CMS) and conduct training on usage of the platform and best practices for success.
- Work with FanConnect support and implementation to make sure that hardware delivery and any software customizations are being clearly communicated to customers.
- Work directly with college corporate partnership (sponsorship) teams to help them maximize the revenue they achieve through our platform.
- Create and update customer health score cards to help us understand how each account is doing, determine which accounts we need to prioritize for more attention, and build action plans for those accounts.
- Become an expert in how our platform works - and in how our customers use it to manage thousands of screens in a stadium or arena on game day.
- Coordinate with our product and engineering team to incorporate customer feedback into our product roadmap.
This position is fully remote, but some minimal travel (2-3 short trips per year) to key customers may be needed.
About you:
- Have a bachelor’s degree.
- Are very organized and prefer to manage your own work rather than being told each task to do.
- Have at least 1-2 years working within a Customer Success or equivalent role at a SaaS company.
- Are an excellent written and verbal communicator and are very comfortable running remote meetings.
- Enjoy working for a smaller company with less bureaucracy and a focus on delivering great customer experiences and treating our customers and employees ethically and fairly.
Benefits of working at FanConnect
FanConnect provides a highly competitive benefits package including medical, dental, vision, and life insurance. We also offer 401K with matching, life and long term disability, and a generous PTO policy. This is a work from home position with work schedule flexibility.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.