Sports Customer Onboarding Officer

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies? Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties. We’re looking for enthusiastic and ambitious people to join our talented team.If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The Role

To work with league and federation clients and the broader Sports Onboarding team in order to ensure the efficient delivery of customized products and services in-line with clients needs and expectations. Work with 3rd party video providers and leagues and federations regarding streaming solutions in order to ensure a smooth onboarding experience while creating and maintaining implementation timelines, advising on the technical implementation, conducting training sessions/workshops required for the Genius Live production users and providing the necessary documentation. Work with the onboarding process of NCAA schools across US as well as providing assistance on their user experience and any inconvenience with their implementation process of products used for data collection. 

Main responsibilities:

• To liaise and plan with relevant internal stakeholders in order to troubleshoot / address any issues around the customization of relevant products and services in line with client needs and expectations during the onboarding process.
• To work within established product policies and procedures in order to best-accommodate client products and service needs. To contribute to the ongoing development and evolution of product policies and procedures.
• To provide client insight into the ongoing development of Genius Sports products and services.
• Monitor all implementation/onboarding requests and ensure the effective testing and provision of information to clients to ensure timely delivery of relevant products and services.
• To develop and maintain Project Plans as appropriate and collaborate with key stakeholders to ensure the timely delivery of customized products and services to clients and their onboarding process.
• To build and enhance positive working relationships with clients and internal stakeholders alike and to effectively manage expectations as appropriate.
• Assist in the customization of client installation guides and other product implementation material and keep up to date documentation.
• Setting up the best possible configurations per provider when managing both 3rd party integrations and Genius Live streaming solution.

Required skills:

• An understanding of the workings of the business of sports such as Football, Basketball, Volleyball at a league / federation level as well as US Sports such as NFL, NBA, NCAA and CFL.
• Experience in the implementation of new customer products, including user training and implementation.
• Knowledge in the API concept, capable of getting and pushing relevant Information using API documentation.
• Ability to use Freshdesk/Atlassian suite of products, JIRA, Confluence
• Good relationship building and networking skills.
• Good project management skills, with demonstrated ability to effectively manage multiple on-going assignments.
• Great verbal and written communication skills
• Excellent problem solving and prioritizing skills.
• Very high organizing capacity and time management skills.
• Basic level of video knowledge i.e., codec, bitrate, resolution, delivery protocols etc.
• Language skills outside of English will be well regarded.

Personal Characteristics

• A passion for sports and good understanding of rules such as Volleyball, Football, Basketball, American Football, Ice Hockey etc.
• A commitment to service excellence
• Detail oriented and well-organized
• Driven to constantly exceed personal and team targets.
• Tech Savvy
• Excellent accuracy and pressure handling

What’s in it for you?

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.

How we work

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender identity or re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.