Client Success Relationship Manager

About the role

IGT, where innovation meets entertainment on a global scale, is seeking a Client Success Relationship Manager to coordinate services across multiple products and/or locations nationwide. You will work with clients to provide solutions to business needs, resolve delivery issues, and coordinate strategic communication. This role requires building strong relationships at all levels of the organization to ensure others complete work that clients have requested. You will manage time and prioritize multiple projects while understanding the products and services of the organization to solve major client business issues. Travel is estimated at about 70% of your time.

Responsibilities

• Maintains ongoing relationships with assigned IGT customers
• Completes a variety of complex customer care tasks and solves problems in creative, highly resourceful and effective ways
• Works to impact satisfaction of customers with IGT's products, product line and ultimately the company
• Conducts and orchestrates QBR with clients and key stakeholders within IGT
• Develops and maintains account plans
• Discovers opportunities and works with the sales team to convert opportunities to sales
• Develops and executes remediation plans for IGT customers
• Participates in CSAT activities to maintain a high level of CSAT for IGT clients
• Supports in achieving monthly, quarterly, and annual revenue targets
• Ensures that the customer is satisfied with company projects and services; works closely with sales and oversees day-to-day relationship with client
• Identifies, tracks and follows-up to resolution on all open items related to the installation and upgrading of IGT products
• Addresses, liaisons and resolves clients' concerns, including accounting, training and customer service issues
• Keeps sales and service management apprised of progress toward the resolution of all unresolved IGT issues of each assigned customer
• Tracks and communicates compliance status of new and enhanced products for customers

Qualifications

• Typically has a minimum of 2-3 years of experience in customer service delivery in face-to-face situations
• Typically has 4+ years of project or team lead experience
• Bachelor's degree or equivalent years in position
• Customer care and problem resolution
• Resolution team / project management
• Communication at all levels internally and externally
• IGT product portfolio knowledge (not required)
• Ability to pass a Background Security Investigation
• Ability to Travel
• Must be at least 21 years of age
• Able to obtain a Gaming License
• Valid driver license and clean driving record
• Able to pass a Security Background Investigation

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership