Customer Success Manager

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service. Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology within our three groups: Youth & Recreational Sports and Golf.  

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; SportsEngine Motion, sports and fitness business software solutions.

At NBC Sports Next we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.  

NBC Sports Next includes two groups. This role is part of our Youth & Recreational Sports group.

Youth & Recreational Sports is comprised of technology platforms, such as SportsEngine, SportsEngine Motion, TourneyMachine, and TeamUnify that enable athletes, parents, coaches and team administrators in the youth and recreational space to manage their organizations, collect payments, share schedules, find programs to participate in and connect with other families. Additionally, NCSI enables leagues and organizations to properly screen and train coaches in an effort to keep kids safe.

Come join us as we work together as one team to innovate and deliver what’s Next.  

Job Description

In this role, you will be responsible for the tactical and operational execution of the company’s video strategy. You will work directly with our customers to drive excitement and utilization of our new video platform, SportsEngine Play. As a member of this fast-paced, nimble team, you will be responsible for prioritizing the adoption, advocacy, and retention of our youth sports and facility customers and leverage that experience to optimize business performance.

Job Duties

• Serve as the primary point person and subject matter expert for all matters related to onboarding, implementation, and ongoing account management in the video space 
• Function as the customer advocate and provide feedback across all teams internally on how we can better serve our customers
• Develop and maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Monitor client accounts regularly and proactively identify opportunities to improve their experience, providing timely support and suggestions.
• Work closely with clients to drive platform adoption and usage among coaches, athletes, and fans, sharing best practices and strategies to maximize engagement.
• Monitor contract expirations and proactively engage with clients to secure renewals, while also identifying opportunities for upselling addition