Sr. Account Manager Client Success

Location: Plano, TX
Department: Corporate Strategy

LEARFIELD is the leading media and technology services company in intercollegiate athletics. The company unlocks the value of college sports for brands and fans through an omnichannel platform with innovative content and commerce solutions for fan engagement. The LEARFIELD suite of services includes licensing and multimedia sponsorship management; publishing, audio, digital and social media; data analytics; ticketing, ticket sales and professional concessions expertise; branding; campus-wide business and sponsorship development; and venue technology systems.

Headquartered in Plano, Texas, the company has long had the privilege of being an advocate for intercollegiate athletics and the student-athlete experience. Since 2008, it has served as title sponsor for the acclaimed LEARFIELD Directors’ Cup, supporting athletic departments across all divisions.

Our people-friendly culture is a hallmark of our style and approach to business and is rooted in values demonstrating intentional and active care for other people. The company and its employees strive each day to live by the company's value statement: “build the team, grow the company, have fun, love and serve others.” 

Fanbase, LEARFIELD’s leading data & analytics platform, is at the cutting edge of using analytics to unlock the next wave of growth in college sports. By aggregating data across ticketing, sponsorship, digital and social channels, Fanbase helps Learfield and our school partners to better understand how fans engage with college athletics. Fanbase allows our sales teams and school partners to realize stronger marketing efficiency and effectiveness, as well as increased revenue generating opportunities through ticket sales, fund raising and corporate sponsorships.

As Senior Account Manager, Fanbase Client Success, you will oversee a team responsible for developing and managing relationships with over 110 Fanbase school partners and Learfield Sales Teams in an effort to accelerate product adoption and provide ongoing training, education and support.  You will report to the Vice President, Client Success and work closely with other members of the Fanbase Client Success, Engineering, Product, and Analytics teams.

Plano location preferred open to other locations. Role will primarily work remote. 

Responsibilities

  • Design and implement client success operations in an effort to further product adoption and develop strong relationships with school partners and Learfield sales teams
  • Oversee a client services team responsible for managing relationships with Fanbase users, consisting of training, ongoing education, product support and product development
  • Review and track user feedback and activity to assist in the further development of the product and future outreach strategies, with a focus on ensuring strong product adoption
  • Serve as a senior expert on the Fanbase platform, with a deep understanding of the product, its underlying technology, use cases, and future enhancements
  • Drive successful experiences for our users with an emphasis on strategic planning, engagement, implementation, feature adoption, and meaningful measurement
  • Engage with senior Athletics administrators across Learfield partner schools, identifying Athletic data priorities and school-specific Fanbase use cases
  • Establish clear adoption and usage goals and process milestones for team members to work toward
  • Work collaboratively with Insights, Field Marketing, and other internal teams on Fanbase usage, sales support and product development
  • Represent the team with partners and senior company leaders to align resources and prioritization

Qualifications

  • A minimum of 5 years of client-facing, customer service, and/or client success focused work – with previous oversight of multiple large-scale accounts/relationships
  • Experience in Sports/media/entertainment and/or sponsorship is a plus, but not required
  • Experience building and implementing new Client Success functions / departments to operate at scale
  • Familiarity and comfort utilizing data-driven software products, with proven ability to become a product usage expert
  • Ability to take end-to-end responsibility for projects and keep team members on task
  • Experience analyzing and optimizing existing Client Success processes and policies
  • Must possess a high level of integrity and honesty 
  • Ability to establish a deep understanding of clients concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  • Strong commitment to building a learning culture that benefits yourself and team members
  • Proven track record of developing and maintaining strong, lasting relationships with relevant stakeholders
  • Manage time effectively and orchestrate multiple tasks simultaneously
  • Effective communication (both verbal and written), organizational, presentation, and listening skills
  • Ability to establish milestones and keep all team members on task
  • Able to influence and motivate others through leading by example 

 

 

 

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. LEARFIELD is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity.

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