Customer Success Manager

Join IGT as a Customer Success Manager to enhance client relationships and drive customer satisfaction in the gaming industry. This role focuses on strategic partnerships and maximizing client investments. At IGT, we consider the role of a Customer Success Manager (CSM) to be of utmost importance in helping our valued IGT ADVANTAGE customers achieve their strategic goals and maximize their investments. We are looking for a professional with a perfect customer-centric and technical skills balance.

• •Orchestrate overall relationships with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and auditing software maintenance invoices to ensure accurate billing.
• •Work with clients to build customer success plans, establishing critical goals to aid the customer in achieving their objectives.
• •Measure and monitor customers’ achievement of critical performance indicators, reporting internally to the IGT account team and externally to customer sponsors and executives.
• •Establish regular cadence (weekly/monthly/quarterly) with each assigned client to review executive dashboards and program status.
• •Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
• •Work cross-functionally with the IGT systems team to find opportunities for new usage of IGT systems products and services.
• •Work to identify and develop upsell and cross-sell opportunities.
• •Advocate customer needs/issues cross-departmentally and manage customer concerns.
• •Assist and provide expert deployment and operational standard methodologies.
• •Assist in workshops to help demonstrate to customers the total value of IGT systems solutions and lead regular System Business Reviews and Business Partner Meetings.
• •Provide insight concerning the availability and applicability of new products and features.
• •Support the professional services team with scoping and selling follow-on and new service opportunities.
• •Support the education services team in identifying and recommending staff training opportunities.
• •Identify the critical success criteria for IGT systems deployment and drive customer happiness in cooperation with the account team.
• •Act as the IGT systems liaison for inquiries, issues, or escalations, including working with support, product management, or other teams to create solution roadmaps.
• •Maintain functional and technical knowledge of IGT systems platforms and future products.