The Client Service Manager will be responsible for the coordination of services across multiple products and/or locations in Oklahoma, Louisiana, and Arkansas. They also work with clients to provide solutions to business needs, resolve delivery issues, and coordinate strategic communication with clients. They are able to build strong relationships at all levels of their organization to ensure that others complete the work that their client has requested. They manage their time and prioritize multiple projects. They understand the products and services of their organization and are able to solve their clients' major business issues with the services that their organization offers. Client managers take customer service to the highest level and drive customer adoption and retention for IGT systems. Travel is estimated at about 70% of your time.
Maintains ongoing relationships with assigned IGT customers
Completes a variety of complex customer care and tasks and solves problems in creative, highly resourceful and effective ways
Work impacts 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 work 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
Support 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 the day-to-day relationship with the client
Identifies, tracks and follows-up to a 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
First Year Goals
First year goals will be determined between you and your management team.
Required Qualifications Typically has a minimum of 5+ 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 equivalents 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)
Special requirements needed 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
Pass a background check
Keys To Success
Drive results to achieve high-quality work results regardless of work complexity.
Build collaborative relationships both internally and externally
Decision making to identify and understand situations; identify opportunities to proactively resolve.
Personal energy to proactively address situations and adopt a positive approach; resilience in front of change and obstacles.
Self-leadership to continuously learn and develop oneself
Posting code: ~CB~ #LI-KK1
International Gaming Technology Inc.