Enterprise Partner Success Manager

NBCUniversal
Summary
Join NBCUniversal's SportsEngine team as a key player in providing exceptional service to our Foundational Partner and VIP customers. You will be responsible for optimizing our platform, adding product features, and improving customer processes. This role involves close collaboration with Enterprise Account Managers, Product stakeholders, and the Customer Support team. You will work to execute success plans, prioritize feature requests, resolve client issues, and provide consultative feedback. The position requires excellent communication, problem-solving skills, and the ability to manage multiple projects effectively. This is a fully remote position with travel required for business purposes. The position is eligible for company-sponsored benefits.
Requirements
- Willingness to travel on a semi-regular basis to engage with partners & customers
- Excellent written and verbal communication skills
- Ability to effectively collaborate with internal teams to advocate for and represent the voice of the customer
- Proven ability to learn new products and technologies
- Strong work ethic to effectively manage your time & prioritize projects
- Demonstrated multi-tasking abilities with consistent and timely follow-through
- Fully Remote : This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employeeโs residence
- Travel: Must have the ability to travel domestically for business purposes including meetings, trainings, and team events
Responsibilities
- In partnership with the Enterprise Account Managers, own the day-to-day aspects of the portfolio, focusing on successful product implementation, project execution, affiliate adoption, support escalation & performance management
- Work between Enterprise Customers & Enterprise Account Managers to execute on a success plan that establishes critical goals and key performance indicators
- Collaborate with Product stakeholders to facilitate the Enterprise Feature Request & prioritization process
- Work closely with the Customer Support team to resolve client issues and concerns in a timely and effective manner
- Provide consultative feedback/advice to help create the best possible experience for our customers and their entire organization
- Foster a team atmosphere - support your teammates and share lessons learned
- Maintain accurate daily record of account activity using Salesforce.com
- Meet and/or exceed department metrics and goals
- Improve customer processes and optimization of our platform
- Assist Account Managers to drive growth of platform use
- Own key projects and set the standard by leading by example
- Discern and report financial data for platform related performance metrics, drive behaviors and adoption within the team
Preferred Qualifications
- College degree or equivalent experience
- Strive for honesty, transparency, and accurate communication - always over deliver
- Able to exercise independent judgment while taking great pride in your work
- Strong sense of curiosity and innate ability to solve complex problems
- Empathetic, solutions oriented and a true passion to service customers
- Ability to embrace change and thrive in situations where there is no โpaved pathโ
- Experience using salesforce.com or similar CRM system is preferred
- A self-starter and problem solver, a team player
- Strong knowledge of the sports landscape and sport specific to this role
Benefits
- Medical, dental and vision insurance
- 401(k)
- Paid leave
- Tuition reimbursement
- A variety of other discounts and perks
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