Customer Success Manager

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.

Primary Responsibilities:

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

Confident speaker



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

Additional Information

All your information will be kept confidential according to EEO guidelines.

Skills: Customer Support, Customer Service, Data Processing, Data Entry

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About the Employer:
( 0 reviews ) Dallas, United States

Project ID: #20101343

5 freelancers are bidding on average $158 for this job


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