Customer Success Manager

Company

STX is a unique peer to peer sports betting exchange offering traditional financial instruments. On STX, the public determines the odds on their favorite wagers in a truly free market. The platform aims to provide all participants of the sports betting market more profit making opportunities and risk mitigating tools. We are curious minds who come together remotely from across the world as a collaborative and inclusive organization focused on building customer loyalty in one of America’s most heavily regulated industries through innovative solutions to complex challenges.

About The Work

The role of the Customer Success Manager is to ensure that every STX customer has the best possible experience on the STX platform. STX has a mission to provide white glove customer service for every customer and the Customer Success Manager will have the responsibility of ensuring that mission is fulfilled. The Customer Success Manager will have daily conversations with the customer base and act as the liaison between the customer and the STX Product and Operations teams.

About You

Do you love Sports, iGaming? Do you LOVE building relationships and entertainment? Are you business minded and understand the value of a customer and what it means to deliver a White Glove Customer Experience? If yes, please provide your resume. We would love to talk to you!

Why STX?

Our team thrives on helping our users discover lucrative opportunities through advanced interactive analytics, modern engineering, and delightful UI design. Nothing excites us more than collaborating with intelligent, highly-motivated and talented technocrats on challenging problems as we work to redefine what’s possible in sports gaming. For you, this means:

We provide opportunities to collaborate with a team of highly experienced technologists who are titans in their respective fields.
We provide cutting-edge work and the opportunity to learn and utilize the latest Front End technologies.
We provide an opportunity to contribute to an elevated culture of continuous learning.
We are committed to leading the way when it comes to diversity, equity, and inclusion.
We are transparent and believe in unabashed meritocracy.

Responsibilities:

Build and Manage portfolio of High Value Players in Ontario, Canada.
Provide an enhanced proactive one stop service to encourage loyalty.
Develop relationships and offer tailored rewards through regular correspondence.
On-board new VIP players into a Loyalty Program.
Work alongside our Product and Operations teams to enhance player experience and drive share of wallet.
Meet predetermined productivity, quality, and Service Level Agreement targets.
Meet and host VIP’s at Hospitality events.
Resolves VIP guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
Achieves departmental sales and growth goals.
Develops in-house invitation lists for special events and other significant hosting events.
Be comfortable with communications via email, chat and text.

Requirements:

Reside in Ontario, Canada.
Must be at least 21 years of age.
Bachelor’s degree (B.A./B.S.) from four-year college or university; or minimum of five (5) years of customer service experience and/or training; or equivalent combination of education and experience.
Must have a minimum of one (1) year of Casino Guest Service experience, including but not limited to Player Development, Sports Book/Exchange.
One (1) year of hosting experience with adequate customer following preferred.
Must have exceptional customer service and interpersonal skills.
Must have excellent written and verbal communication skills; must be fluent and literate in English.
Must have intermediate computer knowledge with proficiency in Microsoft Office applications (Word, Excel, and Outlook); Salesforce (CMS) and ACSC experience preferred.

EEOC

STX is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.