Account Management and Business Strategy Associate

2 weeks ago

Foxborough, United States Kraft Group LLC Full time
Job Details Job Location KAGR - Foxborough, MA Position Type Full Time Education Level Bachelor's   Job Shift Day Job Category Technical/Analytics Description

SUMMARY: The Account Management and Business Strategy Associate will serve as the Account Manager for a book of KAGR clients across professional sports leagues including the NFL, NBA, NHL, and MLS. The Associates 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, this position 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. The Account Management and Business Strategy Associate will be a key participant in the company's projected growth in the coming years

DUTIES AND RESPONSIBILITIES

1.) 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 key drivers of clients business
  • Monitor platform usage and seek to drive deeper adoption of dashboards, ODBC access and other deliverables
  • Begin to translate business requirements into well-written use cases and product requirements
  • Develop into a client portal subject matter expert to ensure the portal is optimized for customer success
  • Build relationships across departments and share client feedback to inform dashboards, model, and product enhancements
  • 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

2.) Strategic Application of Data

  • Demonstrate strong understanding of data model; leverage SQL to query database and conduct analysis
  • Contribute to organizing findings, developing innovative solutions, and making strategic recommendations to enable clients to leverage and action those insights
  • Be curious, ask questions, and explore data
  • Communicate effectively with internal stakeholders and client

3.) Operations

  • Drive development of operational framework to improve efficiency, create consistency across clients, and reduce costs
  • 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

  • This position has no supervisory responsibilities

SKILLS AND QUALIFICATIONS

  • Ideal candidate must have 3-5 years of professional experience, minimum of 1 year in client facing role
  • Proven track record in client services and technology delivery
  • 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
  • Must have attention to detail and focused concentration
  • Must be able to learn new tasks and complete tasks independently
  • Must be able to make timely decisions in the context of the workflow
  • Must possess strong organizational skills, ability to multi-task and responsiveness

PHYSICAL DEMANDS

  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipment
  • The employee frequently is required to talk or hear
  • The employee is occasionally required to reach with hands and arms
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

  • Normal office environment.

CERTIFICATES, LICENSES, REGISTRATIONS

  • None required.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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