Associate Account Manager

About the position

Fanatics Sportsbook is on the lookout for an experienced Associate Account Manager (AAM) to join our VIP team, a key component of our VIP team dedicated to elevating the customer experience for a dedicated local book of business. In this role, you will actively engage with a designated cohort of VIP customers within your geographic region, offering them bespoke promotions tailored to their interests and enhancing their overall experience with Fanatics Sportsbook. As an AAM, you will use direct communication, gifting, local events, and custom promotions to build a relationship with your customer. This relationship in turn will ensure that we have the maximum share of your customers' available wallet while ensuring they use our products in a responsible way. Reporting to the VIP team leadership, you are expected to embody the best-in-class standards of our customer outreach and ensure they receive the top-tier service synonymous with the Fanatics Sportsbook brand.

Responsibilities

• Own a book of business of entry level VIP's.
• Identify and leverage opportunities to maximize share of wallet by understanding customers' interactions with competitors.
• Proactively communicate direct investment offers with customers to ensure they maximize the value being offered to them on the site.
• Actively promote the benefits and rewards of the Fanatics One loyalty program.
• Identify customers who require an account manager and assist with the onboarding process.
• Work to targets for customer contacts, retention, customer value and correct and RTP management.
• Utilize CRM tools to manage and document customer interactions effectively.
• Achieve and exceed targets for customer contact, conversion, and retention.

Requirements

• 2-4 years of professional experience in customer service or sales with a sales-focused mindset.
• At least 3 months of experience within the gaming industry is required.
• Exceptional oral and written communication skills.
• Comfortable working in a target-driven environment and exceeding expectations.
• Willingness to work non-traditional business hours as required.
• Adaptability in a fast-paced, entrepreneurial, and rapidly evolving environment.
• A commitment to delivering high-quality customer service.
• Legal residence in a state where online sports betting is legalized.

Nice-to-haves

• Excellent communication and interpersonal skills, with the ability to engage customers effectively.
• Ability to work independently and as part of a team.
• Proficiency in using CRM and sales software tools.
• Keen attention to detail and excellent organizational skills.
• A proactive approach to problem-solving and decision-making.
• Goal-oriented, with a track record of meeting or exceeding KPI targets.
• Team player who can work collaboratively within the Conversion team and other departments.

Benefits

• Opportunity to grow within a dynamic and exciting industry.
• Directly contributing to the expansion and success of our VIP program.