Based in Chicago, IL the Customer Success Manager (CSM) is responsible for proactively managing the operational relationship with a group of predefined Tier One customers predominantly serving the US market. The CSM is to develop a long-term relationship with the customer to ensure mutual success and realize the full value of SG Digital’s Gaming System, services and solutions.
The CSM will be required to have an intricate working relationship with the Commercial Account Team as well as build strong, working relationships with various critical to success groups across the SG Digital global organization.
Responsible for non commercial aspects of the customer account
Advocate of SG Digitals propositions and ensuring successful delivery with the customer
Positions themselves as a trusted advisor for SG Digital's Digital Gaming System
Manage customer priorities through communication with the client and internal development teams providing justification and clear communication both internally and externally
Ensure efficient service delivery that aligns with the customer’s priorities and expectations
Works closely with the client to address technical issues and inquiries
Be the expert and have the ability to effectively communicate, implement and enforce processes and procedures
Manage bi-weekly and monthly customer review meetings
Work closely with the Account Team to ensure a joined up and collaborative approach to managing the customer
Be aware of regulations in applicable markets to where your customers operate
Act as an escalation point as required
Travel will be required to the customer site and other locations as deemed necessary from time to time
Competencies, Experience, Skills, knowledge, and qualifications:
Bachelor’s Degree in a related field
iGaming and industry knowledge (nice to have)
Previous operational account management, delivery and/or project management experience
Customer Relationship Management
Leadership skills and managerial qualities
Project management experience
Technical capacity with the ability to translate technical language to customers
Experience of using tools such as JIRA & Confluence
Must be resilient and able to work well under pressure
Strong organization, communication and interpersonal skills
Strong reporting & presentation skills
Able to prioritize own workload
Proven ability to maintain high customer satisfaction
Must be knowledgeable and capable of working in a global organization
Must have strong communication skills, able to work independently and be team oriented
All your information will be kept confidential according to EEO guidelines.
5 freelancers are bidding on average $158 for this job
Disponibilidade para entregar o projeto o quanto antes. Relevant Skills and Experience Inglês nível intermediário, Office nível intermediário e experiência suporte ao cliente nível avançado.