• Locations
    • Remote
    • Pasadena, CA
  • Date Posted
  • Oct. 26, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Entertainment

BallerTV is a venture-backed startup building the world’s largest sports network from the ground up. In 2021, BallerTV live streamed over 300,000 youth basketball, volleyball, soccer and lacrosse games, powered by groundbreaking autonomous video capture and logistics technology. Similar to the early days of ESPN, BallerTV is rapidly expanding the spectrum of sports coverage and changing the landscape of sports broadcasting.

Why BallerTV?

  • Competitive Salary
  • Generous Equity stock options
  • Medical, Dental, and Vision Insurance
  • 401k Plan
  • Unlimited Vacation
  • Immediate impact on the growth of the business

Job Summary

This position will lead our team to maximize adoption, retention and overall lifetime value of our growing list of event partners and stakeholders across all sports and products. This person will serve as a strategic member of customer success leadership and will work cross functionally with heads of Sales/Business Development, Product, Operations, and Performance Marketing to ensure 1) maximized partner satisfaction, 2) timely onboarding of new partners post-sale and 3) continued adoption of BallerTV’s services while simultaneously ensuring that clients are compliant with BallerTV’s SLA requirements.

Reporting directly to the Director of Customer Success, the ideal candidate combines team leadership, practice management, technical account management, and other skills making a major contribution to the company’s success.

Essential Functions

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Define and optimize event partner lifecycle by driving programs and initiatives to improve adoption, and ongoing working relationship with partners’ key stakeholders.
  • Develop and manage execution of annual account plans and conduct regular meetings with event partners for metric and status reviews and to improve partner experience.
  • Define operational effectiveness metrics for the team and establish a system for tracking & reporting.
  • Develop company-wide customer success onboarding processes, and drive operational practices.
  • Work closely with the Sales and Business Development Leaders to align on strategies, renewal forecasting, coverage plans, and account opportunities.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
  • Work cross-functionally to drive key business objectives supporting “while-glove” event partners, new product rollouts, and client escalations in partnership with sales, operations, product management, performance marketing and engineering.
  • Inspire, attract, and manage a team of high performing CS managers.
  • Leverage data insights to scale our CS engagement to improve retention rates and maximize the value we drive from each event partner.

Basic Qualifications

Qualifications include:

  • 3+ years of experience in Customer Success/Account Management/Professional Services with a focus on onboarding and scaling service for enterprise customer portfolios.
  • 2+ years of management experience in a fast-paced startup (software experience a plus!).
  • Proven experience leading & building teams, driving expansion & leveraging customer success best practices.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery.
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
  • Excellent verbal & written communication skills; you enjoy building relationships, engaging in high touch client interaction.
  • Bachelor’s Degree or equivalent combination of education and experience.0

Supervisory Responsibility

This position has supervisory responsibilities.

Working Conditions

This position spends most of her/his time sitting or standing in an office or facility

Travel Requirements

This position requires no travel

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Authorization/Security Clearance

There is no visa or H-1B sponsorship.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.