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Client Services Senior Associate

Company Name: 
Kraft Analytics Group
Type of Company:
Non-Sports Company
Position Type:
Contact Name: 
Contact Email:
Date Posted:
December 18, 2021
Anticipated Start Date:
January 3, 2022

Position Description

SUMMARY: The Client Services Senior Associate is a pivotal client facing role. This person will serve as the account manager for a book of KAGR clients across professional sports leagues including the NFL, NBA, NHL, and MLS. The Senior Associate’s primary objective is enabling our clients to drive business impact through the strategic application of data and analytics. Through a strong knowledge of KAGR technologies, including the client portal, deliverables and data model, the Client Services Senior Associate will foster customer success by leading status calls, monitoring data, answering client questions, communicating use cases, measuring and driving usage, and positioning KAGR as a key strategic partner for our clients. This team member will be instrumental in shaping the account management function at KAGR and a key participant in the company’s projected growth in the coming years. DUTIES AND RESPONSIBILITIES Account Management Serve as day-to-day contact for KAGR platform client(s) Prepare and facilitate regularly scheduled status calls Provide monthly subscription utilization to client and subsequent burn rate Develop deep understanding of client data and proactively highlight trends and key drivers of client’s business Monitor platform usage and seek to drive deeper adoption of dashboards, ODBC access and other deliverables Translate business requirements into well-written use cases and product requirements Serve as a client portal subject matter expert to ensure the portal is optimized for customer success Work cross-departmentally to contribute to KAGR’s product roadmap identifying opportunities for new dashboards, metrics, data integrations or services to add value for clients Client Support Receive inbound questions & inquiries from client and log item in ServiceDesk Conduct initial triage and investigation of issue; escalate to client scrum team as needed Clearly communicate updates on root cause, scope of impact, and timing to resolve to client Coordinate with scrum team(s) and production support to monitor client data and ensure all sources are received and loaded and updated as expected Monitor platform performance against contracted SLAs Strategic Application of Data Leverage understanding of client data & platform to deliver incremental value for clients through strategic insights (e.g., ticketing, pricing, fan acquisition, engagement, and retention, and venue operations) Synthesize findings, develop innovative solutions, and make strategic recommendations to enable clients to leverage and action those insights Approach complex and ambiguous problems with clarity; outlining questions seeking to answer and hypotheses to test Demonstrate strong understanding of data model; leverage SQL to query database and conduct analysis Communicate effectively with internal stakeholders and client Manage project(s), ensuring timely delivery and coordination with resources across teams Operations Contribute to the standardization of the account management function across the organization Drive development of operational framework to improve efficiency, create consistency across clients, and reduce costs Utilize Jira data to improve visibility into capacity and velocity and help improve planning Standardize documentation and emphasize critical importance of documenting processes Special projects and assignments as business dictates Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA SUPERVISORY RESPONSIBILITIES Business Analyst

Desired Qualifications

SKILLS AND QUALIFICATIONS Ideal candidate must have 5-7 years of account management experience in a technology setting and a bachelor degree in business, information systems, or related field Proven track record in client services and technology delivery, as well as ability to build cross-functional relationships between engineering, business intelligence, data science, and business stakeholders Experience using data to drive operational enhancements. Capable of implementing new procedures and driving adoption with team SQL experience required. Preferred: Microsoft Office suite, particularly advanced PowerPoint and Excel. Project management software such as JIRA/Confluence Knowledge of relational database and design structure concepts Experience working on the business side of sports teams or organizations preferred, but not required Outstanding organizational skills and keen attention to detail Strong written and verbal communication skills and excellent interpersonal skills Must be team-oriented and coachable

How to Apply