Job Description

Who We Are
At StellarAlgo, we\xe2\x80\x99re focused on innovating the future of fan experience. At our core, we believe that accessible and actionable data enables more personalized and authentic experiences that help create lifelong fans. We like solving the big challenges and empower our team members to bring their unique skills, experience, and perspectives to help us collectively achieve big things. We\xe2\x80\x99re looking for high performers who know how to go for gold, work with a team, and speak up with creative ideas.
What We Do
StellarAlgo is the leading customer cloud platform for sports & entertainment organizations and their corporate partners. This position is within our Partnership Solutions team \xe2\x80\x93 a new growth division that is focused on building and delivering data-focused technologies that drive more targeted, valuable activations for teams, leagues and the brands who sponsor them.
The Role: Are you up for the challenge?
The Account Director is a key leadership role on our Partnership Solutions team that is responsible for developing, managing, and executing all Customer Success and Account Management strategies & activities for the division. The individual will own account relationships with our customers - including professional sports teams & leagues, entertainment organizations, and the major brands who sponsor them.

The successful candidate will lead our day-to-day Customer Success initiatives to ensure our customers derive value from our StellarAlgo technology, as well as be responsible for driving account growth via renewal and expansion sales.
Note: While our headquarters are located in Calgary, Alberta (Canada), this position is eligible for remote work anywhere in Canada or the United States.
What You\'ll Do
Customer Success

• Develop and execute the plans & processes that help further grow and refine the Partnership Solutions customer success team
• Lead customer engagement & retention by relentlessly focusing on delivering superior client experience and value

• Advise clients on the best ways to realize value from our technologies through targeted partnership activation
• Create client engagement goals and craft strategies & plans so they are realized
• Monitor and communicate customer success goal results throughout the year to key customer stakeholders
• Build relationships and trust with multiple business units of StellarAlgo customer organizations
• Assist customers with measuring and interpreting the results driven by our technologies

• Share customer feedback to internal product teams to help inform future product development / optimization
• Onboard new clients and build training practices to help reduce time to customer value
• Facilitate client customer data privacy and information security approvals, as needed

Account Management

• Drive Net Revenue Retention (NRR) by leading customer renewals and securing upsell opportunities

• Identify customers\xe2\x80\x99 new and emerging business priorities for the purposes of strategic account growth opportunities
• Craft and implement long-term account plans and work with clients to help them understand the best ways to engrain StellarAlgo within their business
• Develop and nurture relationships with senior executives and key decision makers within each of StellarAlgo\xe2\x80\x99s customer organizations (typically partnership marketing, partnership sales, and analytics/business intelligence leaders)
• Maintain consistent engagement cadence with all relevant stakeholders, taking into consideration seasonality and the needs of each customer\xe2\x80\x99s business
• Evangelize the value provided by StellarAlgo\xe2\x80\x99s Partnership tools and other products with key stakeholders and executives, expanding the reach of influence beyond day-to-day technology users

• Develop extensive sports, entertainment, and sponsorship industry knowledge in order to help understand our customers decision-making process, goals, strategies, and business objectives
• Collaborate across StellarAlgo business units, including Sales, Marketing, Product Development, and Engineering, on strategic initiatives

Other

• Maintain up-to-date records in internal tracking systems (HubSpot CRM, Microsoft Teams, etc.) regarding all customer matters, including upsell and renewal interactions
• Travel requirements are up to and may exceed 5%, based on the needs of the business

What We\'re Looking For

• Proven track record of revenue generation in B2B settings, preferably within the sports & entertainment sponsorship industry
• 5 years of customer-facing experience working with VP-level stakeholders and above
• 5 years\' experience planning, developing, and launching sports sponsorship activations for major brands
• Experience negotiating contract terms and displaying financial/business acumen, while confidently delivering presentations and customer service
• Sports, live events, entertainment, or digital marketing experience preferred

Who You Are You are customer-focused, responsive and your communication style is clear and effective! You are a confident speaker, having the same level of comfort speaking to groups of peers, or to senior executives. You are intellectually curious, incredibly organized, and eager to learn - whether it be about things you have no knowledge of or different ways of approaching situations you\xe2\x80\x99re familiar with. On the flip side, you\xe2\x80\x99re a team player who knows the value in sharing knowledge and is comfortable bringing new ideas to the table. You\xe2\x80\x99re passionately motivated and driven to contribute to company success.
The data is clear \xe2\x80\x93 diverse teams are not only the right way to go, they\xe2\x80\x99re the profitable way to go. StellarAlgo is an equal opportunity employer that prioritizes creating an inclusive work environment for our team. We focus on hiring candidates with unique perspectives and opinions that improve our ability to apply creative solutions to complex problems.