Customer Success Manager

Are you a solution-oriented Customer Success Manager with a track record of building strong customer relationships to deliver business results? Are you looking for an opportunity to contribute your talents and energy to the growth and success of a hyper-growth, pre-IPO unicorn?

As a Customer Success Manager, you are at the front-lines of our business, leading the charge in building transformational relationships with our valued customers. In this role you work to improve the Customer Experience. You have the primary responsibility of developing and nurturing trusted and strategic relationships with each of those customers, acting as their go-to advisor for removing blockers and optimizing the use of GeoComply’s products and services to drive business results. You also act as a key connection point between the customer and GeoComply, communicating customer feedback and insights to internal stakeholders to drive product innovation, operational improvements and continued customer centricity.

What You Will Be Doing

• Develop a deep understanding of each customer’s business, technologies, processes, and teams and leverage that knowledge to deliver an excellent customer experience for each account.
• Understand and anticipate each customer’s current and future needs, connect the dots between those needs and our product offering, and work collaboratively with them to ensure our products and services can support them and drive continued value.
• Keep internal Customer Management Solutions up to date to ensure all communications are recorded and knowledge is shared across the business.
• Liaise with Operations team to ensure prepare and present integration health and business review presentations clients quarterly
• Work with Fraud Specialists, government relations, training, Customer Support, operations teams and product to deliver weekly, monthly, quarterly and annual reports to help communicate our value to customers, improve integrations, flag fraud concerns, highlight compliance risks, position new products, assist in training and strengthen usability
• Understand the business and customer value for new products, features and upcoming releases, and educate customers to drive product adoption.
• Identify and drive new opportunities to expand the commercial relationship with the customers and grow the revenue.
• Identify customer training needs and partner with the GeoComply Training team to facilitate tailored and impactful education and training plans for each customer.
• Partner with customer support, onboarding, performance, and release management teams to foster an open, collaborative environment where customer and GeoComply teams can work together to drive customer success.
• Monitor and analyze customer communication, including JIRA tickets, emails and product requests. Proactively respond to customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
• Complete SWOT analysis of current customer contact and issue resolution systems and processes, identify opportunities for improvement, and partner with internal and customer teams on continuous improvement initiatives.
• Monitor transactional and commercial data for each customer, ensuring continued strong performance for both customer and GeoComply.

About You

• 3+ years of experience leading strategic customer accounts and proactively managing customer relationships.
• Have experience with Zendesk, Kibana, Atlassian, Salesforce.com, and Slack.
• Experience liaising with internal and external technical teams, with the ability to communicate and recommend solutions to fit the customer’s requirements.
• Strong customer experience orientation, providing exceptional customer service in all interactions, including in-person and virtually.
• Exceptional verbal and written communication skills, with the ability to adapt communication style to fit the needs of the audience. Strong presentation skills at all levels of leadership.
• Resourceful and detail-oriented, with strong organizational and troubleshooting skills.
• Demonstrated ability to gather insights from customer data and make data-driven decisions.
• Ability to travel up to 25% of the time.

Bonus Points if You

• Have experience preparing and presenting reports, data analyses and presentations.
• A history of working effectively in multi-channel, multi-product companies where internal/external bridge-building and partnering is an essential qualities.
• Have knowledge of US gaming and sports betting compliance, regulations, and requirements.
• Post-secondary education in business, communications, engineering, or other related fields.
• You are fluent in other languages than English.

Apply Now!

Interested in joining our team? Send us your resume and a cover letter. We can’t wait to meet you!

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At GeoComply, we live our value of Act with Integrity. Our workplace is built on mutual respect and inclusion, and we welcome applicants of all backgrounds, experiences, beliefs, and identities. Creating an accessible interview experience for all candidates is important to us. If you have any requests (big or small) throughout our hiring process, please don’t hesitate to let us know so we can do our best to prioritize your needs.

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