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Manager, Customer Success

Washington State Washington 11111 United States of America

2 months ago

Summary

We're pioneers in our field and relentless in our pursuit of excellence. Aristocrat is an ideas company at heart, which means innovation is embedded into every aspect of our business. Whether we're designing sleek new cabinets, premium game content or award-winning systems, we apply fresh thinking and creativity to deliver the world's greatest gaming experience, every day. With cool new titles and publishing of our games in land-based casinos, on social applications, and on real money online casinos, we're continually pushing the bar of creativity.

In this role, you will be managing a team of Product Support Specialists who will be working directly with our customers. You will be the main point of escalation; you will have the opportunity to train and develop your team as well as build the team when the chances arise. We are looking for someone who wants to inspire the team to be the best they can be. If you feel you are the right leader, then we want you!

What you'll do

Escalation point for internal and external customers
Hiring and developing team members
Monitor customer success strategies to ensure customer satisfaction and retention.
Monitor customer feedback and develop solution to address
Manage and maintain customer relationships, ensuring customer loyalty and satisfaction
Analyze customer data to identify trends and develop strategies to increase customer retention
Create and implement customer success programs, such as onboarding, support, and training
Develop customer success metrics and KPI’s to measure customer satisfaction and loyalty
Collaborate with other departments to ensure customer success
Monitor customer success team performance and provide feedback and coaching
Stay up to date with industry trends and best practices
Develop customer success initiatives and programs to ensure customer satisfaction
Set customer success team goals and objectives
Oversee customer success team operations and ensure they are in line with company objectives
Update or Create and implement customer success processes and procedures
Identify customer success trends and opportunities for improvement
Develop and maintain relationships with key customer stakeholders
Must be able to travel up to 70%. Must be able to travel with little or no notice, obtain a Passport, and travel to other countries for an extend periods.
Must have high productivity remotely with minimal supervision.
All other duties as assigned.

What we're looking for

Requires minimum of 2 years People Leadership experience.
Requires Bachelor's Degree in Computer Information Systems, Business Administration, or a Technical Certification path or equivalent work experience. 3+ years of Casino, or Business experience or its equivalent.
Oasis Master Certification required within 6 months of employments and incremental progress toward becoming fluent in product suite shown by regularly scheduled knowledge transfers, project participation and other large group forums
Experience with training, installing, supporting and troubleshooting software products required
Proven fluency as SME in one of the Oasis disciplines shown by regularly scheduled knowledge transfers, project participation and other large group forums - Fluent with Oasis Loyalty platform
Expert in understanding, identifying and providing path forward related to products gaps, professional services engagement, enhancement request process
Engage as a Mentor to other members in the tea
Ability to successfully Engage and Manage systems Corporate and Strategic Account
Demonstrated interest in personal development through defined Individual Development Plan(IDP)
Ability to provide excellent methods of problem-solving techniques and solution-oriented mindset with both colleagues and customers. Must be team, goal, and results-oriented with a high attention to organizational and project detail.
Excellent written, verbal, and presentation skills, as well as customer services skills.
Excellent inter-personal skills, and able to communicate under pressure.
Must be able to read, write, speak and understand English.
Must be comfortable working with all levels of the business and deliver presentations to Executive team.

Travel Expectations

Up to 50% Create Your Profile — Game companies can contact you with their relevant job openings.

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