Senior Account Director

About the role

The Senior Account Director will lead the strategic direction, execution, and performance of all account management activities across the region. This role leads all aspects of a group of Senior Account Managers and is responsible for ensuring outstanding customer success, operational excellence, and long-term growth of the iLottery program. The ideal candidate is a seasoned leader with deep experience in client relationship management, contract oversight, and cross-functional collaboration in a fast-paced, regulated environment.

Responsibilities

• Leadership & Team Management
  • Lead, mentor, and develop a high-performing team of Senior Account Managers across North America.
  • Establish clear goals, benchmarks, and performance metrics aligned with business objectives.
  • Develop a culture of accountability, collaboration, and continuous improvement.
• Strategic Customer Success
  • Serve as the executive sponsor for key iLottery accounts and vendor partnerships.
  • Drive strategic alignment between customer goals and internal delivery capabilities.
  • Oversee the development and execution of joint success plans with customers.
• Operational Oversight
  • Ensure consistent delivery of services and fulfillment of contractual obligations across all accounts.
  • Monitor and improve service level performance, issue resolution, and customer satisfaction.
  • Lead cross-functional initiatives to optimize account operations and support scalability.
• Contract & Compliance Management
  • Be responsible for contract negotiations, renewals, and compliance with SLAs and regulatory requirements.
  • Partner with legal and finance teams to handle risk and ensure contractual integrity.
• Market Strategy & Growth
  • Analyze market trends and customer feedback to inform strategic decisions.
  • Find opportunities for expansion, upsell, and innovation within existing accounts.
  • Collaborate with product and marketing teams to align offerings with customer needs.
• Executive Reporting & Insights
  • Provide regular updates to executive leadership on account health, risks, and opportunities.
  • Deliver actionable insights based on performance data, customer feedback, and market intelligence.

Requirements

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
• 15+ years of experience in account management, customer success, or operations leadership.
• 5+ years of experience in the iLottery or gaming industry, with direct oversight of Lottery partnerships.
• Consistent record of leading large teams and handling complex customer relationships.
• Ability to travel as needed across North America.
• Experience working with government or public sector clients.

Skills

• Strong critical thinking, negotiation, and communication skills.
• Deep understanding of contract management, SLAs, and regulatory environments.
• Executive presence with the ability to influence senior partners.
• Passion for customer success and operational excellence.
• Familiarity with digital gaming platforms and emerging technologies.