Advertising Customer Success Manager

As an Advertising Customer Success Manager at PlayOn! Sports, you will spearhead the post-sales lifecycle, building and maintaining long-lasting relationships with our high school sponsors. Your role focuses on ensuring customer satisfaction, providing proof of performance, and consistently aligning services with sponsor goals to drive retention rates over 65%. You'll actively gather feedback to identify areas for operational improvement while taking part in developing strategies to enhance customer engagement.

To qualify for the Advertising Customer Success Manager position at PlayOn! Sports, candidates should have a minimum of 3 years of experience in a sales-specific role such as account management or recruitment. Strong communication skills, both verbal and written, are crucial, along with a positive attitude and resilience in overcoming challenges. Familiarity with Salesforce or other CRMs is an added advantage that boosts your application.

Success in the Advertising Customer Success Manager position at PlayOn! Sports is measured primarily by the customer renewal rate, which we aim to maintain at 65% or higher. Additionally, success involves demonstrating exceptional relationship-building skills, providing consistent proof of performance to our sponsors, and actively working to streamline operational processes for better customer retention and satisfaction.

At PlayOn! Sports, the company culture emphasizes growth, teamwork, and a supportive environment. As an Advertising Customer Success Manager, you will be part of a collaborative hybrid work environment that encourages innovation and flexibility. We value a healthy work-life balance and offer benefits such as open PTO, medical options, and a 401K plan, ensuring that you can thrive both professionally and personally.

PlayOn! Sports is dedicated to fostering the professional growth of our Advertising Customer Success Managers. We provide ongoing training that focuses on developing sales strategies, improving customer engagement, and enhancing communication skills. Additionally, team collaboration initiatives encourage knowledge sharing and mentorship opportunities, ensuring that you continue to grow in your role and expand your expertise in the high school sports industry.

In this role, building strong relationships with business sponsors is paramount. I would initiate regular check-ins, actively listen to their needs, and provide tailored solutions that align with their goals. By demonstrating our commitment to their success and offering consistent updates on performance metrics, I aim to foster trust and develop robust connections.

Handling objections and rejections requires resilience and maturity. I approach them as learning opportunities, seeking to understand the customer's viewpoint before responding with data and solutions that address their concerns. Effective communication and empathy help in navigating these challenges, transforming potential rejections into constructive discussions.

I recall a situation where a key account was on the brink of choosing a competitor. By actively listening to their concerns, I identified gaps in our service delivery and proposed a customized plan that addressed their specific needs. Follow-ups and constant engagement showcased our dedication, ultimately resulting in a successful renewal and a strengthened partnership.

To gauge customer success and satisfaction, I would track metrics such as renewal rates, customer feedback scores, and engagement statistics. Regularly assessing these metrics provides invaluable insights into customer health, allowing us to proactively address concerns and celebrate successes with our sponsors.

Staying organized is vital in managing multiple accounts effectively. I utilize CRM tools like Salesforce to set reminders, organize tasks, and maintain detailed notes on each account's unique history. Creating a structured calendar for outreach and follow-ups ensures that all accounts receive the attention they deserve while allowing me to prioritize urgent matters.

Teamwork is essential for an Advertising Customer Success Manager at PlayOn! Sports. Collaborating with cross-functional teams enhances our ability to deliver exceptional service. Sharing insights and strategies not only leads to better outcomes for our sponsors but also fosters a culture of support and shared success within the organization.

Soliciting feedback involves creating open channels for communication, such as surveys or regular check-ins, where sponsors feel encouraged to share their experiences. I analyze this feedback to identify trends and areas for improvement, using it to adjust our offerings and enhance customer satisfaction, ensuring we remain aligned with their goals.

I bring a proactive attitude, unwavering dedication to customer success, and in-depth knowledge of strategies tailored for high school sports sponsors. By establishing consistent communication, providing valuable insights into performance, and adjusting strategies based on their evolving needs, I can help ensure they achieve their desired outcomes while reinforcing our partnership.

I have extensive experience using customer relationship management software like Salesforce to track interactions, manage accounts, and analyze customer data. This experience allows me to efficiently organize information and tailor our approach based on each customer's history and preferences, ultimately promoting stronger relationships.

When multiple clients present urgent needs, I assess the impact of each request along with deadlines. I prioritize tasks based on factors like customer importance, potential revenue impact, and urgency. By communicating transparently with clients about timelines and following up regularly, I ensure they feel valued, while efficiently meeting their expectations.