Customer Success Associate

**The Team**

ICG’s solutions are rooted in understanding our business lines and technologies and collaborating with our business teams to deliver high-quality, reliable enterprise-grade solutions. We deliver in a fast-paced, ever-changing and innovative environment underpinned by sound cost management while maintaining a high level of security practices for PCI and ISO compliancy.

Our Mobile Engagement Platform, **Fannex**, has earned a prominent position in live events to provide interactive entertainment to attending spectators and fans with smartphone devices. Our platform is growing with over 20,000 live event activations completed across the NFL, NHL, NBA, NCAA, and minor league sports. Many sports team and venue licensees rely on Fannex on game day to successfully execute live audience engagements.

Our teams are responsible for the secure delivery and execution of all client programs & projects. We aim to act as a trusted partner and strives to deepen client relationships based on trust, security, integrity, commitment, accountability and delivery. This team lives on the cutting edge with solutions which drive strategic and long-term value to our customers.

**Who are we looking for?**

The **Fannex**team is looking for an out-going self-starter that is detail-oriented and brings a friendly, professional demeanor to every interaction. Passionate about providing exceptional customer experiences, you serve as the key link between our customers, internal teams, and external partners. You thrive in a fast-paced environment, work well independently, and take pride in contributing to the team’s overall success. As the primary point of contact for customers after launch, you play a crucial role in fostering lasting, trust-based relationships.

**Is this role right for you?**

As a _Customer Success Associate_, you will help build and foster positive working relationships with **Fannex**customers to drive app downloads, boost fan and sponsor engagement, develop monetization strategies for both customers and sponsors, and cross-sell additional products. You will become an expert on all existing and new Fannex Mobile Entertainment system features and technology. Catering to the needs of live sports and entertainment business, you must be able to occasionally work some evenings and weekends.

**What You’ll Be Doing**

**Customer Onboarding & Training**
- Deliver onboarding sessions, training, and ongoing education to help customers effectively utilize the platform.
- Ensure customers understand best practices to achieve their business objectives through Fannex tools and services.

**Customer Support & Issue Resolution**
- Act as the main point of contact for customer inquiries and technical issues.
- Resolve problems quickly and accurately while maintaining a high level of customer satisfaction.
- Collaborate with Fannex Project Managers to ensure the system and services meet customer needs and expectations.

**Customer Engagement & Relationship Management**
- Build and maintain strong, long-term relationships with customers to encourage adoption and retention.
- Proactively manage accounts to identify opportunities for expansion, upsells, and contract renewals.
- Work closely with the sales team to ensure a seamless handoff from sales to success.

**Sales Enablement & Business Growth**
- Support the customer sales team by creating proposals, providing guidance on sellable assets and pricing, and assisting in activation, fulfillment, and reporting.
- Conduct product demonstrations and presentations to prospective customers to advance sales cycles.
- Partner with sales and marketing teams to drive customer acquisition and revenue growth.

**Marketing Support & Campaign Execution**
- Assist with outbound marketing campaigns by distributing promotional content and conducting follow-up calls for appointment setting.
- Collaborate with internal teams to align customer success activities with marketing objectives and initiatives.

**Data Analysis & Reporting**
- Gather, analyze, and report end-user engagement and usage data.
- Present performance metrics and actionable insights to customers and sponsors to demonstrate platform value and ROI.
- Strong English communication (verbal/written/presentation) skills
- Strong knowledge of MS Office suite of products (Word, Excel, PowerPoint, Outlook)
- Strong organizational skills, excellent communication, effective marketing-related writing skills and the ability to operate in ambiguity and thrive in a fast-paced environment.
- Diploma with a focus on Business, Marketing or Sales or equivalent

**Experience Requirements;**
- Minimum of 1 year of experience working in a customer service or sales role

**Can you demonstrate experience proving;**
- Ability to work under tight timelines and competing priorities.
- Critical thinking & solution development.

**Great assets to have would be;**
- Selling and promoting mobile technology and features to various customers
- Working w