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Client Partnership Manager, Player Support, CX

Title: Client Partnership Manager | Client Relationship Manager

Line of Business: Client Management, Player Support

Remit: Global

Contract: Permanent

Salary: Highly Attractive + Bonus / Incentives

Reports to: Global Head of Sales, Player Support

Client Partnership Manager - Player Support, CX

Remote in Europe

PTW is looking for an expert in Player Support to support our games clients and generate new business revenue. This is an extremely exciting role for someone who wants to work with Developers and Publishers in a Player and Community Support capacity. The individual must be consultative and highly experienced within the video games industry and Player Support, or alternatively within the Customer Experience/ Customer Service domain. They should be able to quickly cultivate and build long-term relationships with existing and new clients, win new business lines, present cross sales and up sales opportunities that are unique and bespoke as a service, and manage multiple VIP client relationships. The ideal candidate would come from a Player Support or Customer Experience position and be looking to begin a role focused on developing and growing new and existing partnerships globally.

This position is perfect for an engaging, personable, enthusiastic, and results-orientated individual who has an eye for detail and a passion for video game communities. Growth will be driven through relationship building, working with PTW’s existing network of Developers and Publishers, and through new client engagement. The successful candidate will have an in-depth knowledge of the video games industry, an understanding of the challenges clients face and a genuine passion for games.

All candidates must have a strong understanding of customer support, brand and social media or digital success, and have previous experience with an array of customer service, social media, community, and/or moderation-focused sales experience.

Ultimately, we are seeking the very best energetic, sales-focused, client-committed and highly successful relationship leader to work closely with an extensive and existing global client base to ensure their operations are successful by offering PTW products and services that are unmatched within the industry to ensure mutual success and profitability.

What you’ll be doing

• Generating business globally within our clients across the video game, social media, fintech and digital industries, concentrating on existing and new accounts.
• General account management and mutual revenue growth of all assigned accounts.
• Attending client meetings, presentations, trade shows, sales calls etc., in order to present Player Support and Community Management as a service in line with briefs regarding PTWs product lines.
• Creating effective solutioning which matches back to client requirements and organically generating new sales leads through existing networks of industry contacts, your knowledge and personal research.
• Executing content-led campaigns as part of the wider sales strategy to drive new business sales and exceed client expectations.
• Working with Global CX Operations and several other support teams to maximise time spent engaging with clients to ensure their needs are constantly met and exceeded.
• Manage client relationships by becoming their exclusive partner of choice and proactively implementing innovative improvements to add business value to our clients by up and cross-selling the complete and competitive portfolio of PTW products and services.
• Organize, prepare and lead client satisfaction reviews with clients to discuss observations & trends, determine focus areas for improvements that drive sales and mutual profitability.
• You'll be responsible for creating and executing yearly Sales Plans for existing Clients across the globe and must have the industry knowledge and sales expertise to meet forecasted revenue targets.

Requirements

What we’re looking for

• An operational level of understanding within Player Support and/or Customer Service across multiple disciplines.
• An existing network of contacts within the games industry or similar would be hugely beneficial as is a genuine passion for games, customer service or contact centre industries.
• High level of self-motivation, experience in business development, account management or partnerships is required.
• Preferred but not essential - A proven track record of exceeding targets through building relationships.
• Bring with you an exceptional career journey packed with exciting stories, target breaking accomplishments, and a genuine passion for being the best at what you do.
• Previous experience of demonstrating the ability to meet and exceed expectations and revenue targets.
• Ability to work on own initiative, crafting ideas and strategies in line with our products and services that align with the future growth vision of PTW and it's clients.
• Expertise that is exceptional, bringing with you the reputation of being c client-first partner.

Person Specification

• You are proactive, a self-starter, and an independent contributor with the ability to execute multiple sales initiatives.
• You've had previous experience of working managing global VIP or substantial client accounts.
• You have a passion for social media, various brands, customer experience and support, e-commerce, digital communities, and games, entertainment, etc., with a desire to ensure fantastic client, customer, team, and community experiences.
• You have excellent problem solving skills and can thrive in chaotic situations but at all times are a fast learner, able to quickly adapt to changing client needs.
• You are an excellent communicator (written and oral) and give a professional presentation of yourself, expert knowledge of the industry who is able to multitask and meet deadlines well in advance of expectations.
• You have experience with digital engagement: customer support, moderation, social media or community management.
• And again, you have previous experience in a similar role.
• Bonus points to those living in close proximity to one of our operations centres.
• Ready to move into a highly visible role within an already globally accomplished business on a trajectory of global dominance.

Benefits

What we offer

• Highly Attractive basic salary
• Generous OTE with uncapped earning potential
• Group pension scheme and death in service benefit
• Excellent Holiday entitlement plus public holidays
• Dynamic and entrepreneurial culture, getting to talk about games all day.
• You will be working for one of the worlds leading providers of specialist services to the games industry.

Who we are

PTW is a video games services company which supports video game developers and publishers through outsourced production services. We started 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are gamers at heart. In our time within the games industry, we have worked on over 1500 titles across all genres and all platforms, including 8 out of the past 10 Game-Of-The-Year-winning titles.

We have grown rapidly over the past few years and now have 35 sites spanning the globe. The PTW umbrella of companies includes SIDE and Orange Rock. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. Orange Rock is our in-house game and product development studio.

Welcome to PTW.