The Role
As a Customer Success Manager, you will be responsible for:
- The service delivery associate will report directly to the Manager of Service Delivery.
- Directly managing assigned client relationship(s); ensure delivery quality and timeliness.
- Developing and maintaining strong relationships at a strategic and operational level with assigned clients.
- Maintaining 100% customer health scoring based on product usage, customer satisfaction surveys, and other key metrics that indicate customer engagement and success.
- Contributing to new processes procedures/overall governance within relative to Customer Experience.
- Traveling domestically and internationally to customer locations and/or to company's office locations may be required.
- Dedication to being flexible, adaptive, and proactive in meet customer requirements. Working extended hours may be required on occasion. Weekend/Public Holidays may also be required on occasion.
- Bridging the gap between sales and customer support.
- Fostering a customer-centric environment.
- Taking Ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Scheduling, preparing for, and lead quarterly/annual business review meetings and technical workshops with clients and lead other meetings.
- Scheduling and leading regular client status meetings for assigned clients to ensure excellent customer service.
- Advocating for customers interests, ensuring their concerns are addressed with professionalism.
- Managing sensitive and sometimes confidential information.
- Multitasking, prioritizing multiple tasks at the same time, and be responsive to internal and external customers in a timely manner.
Knowledge, Skills, Qualifications & Experience:
- Bachelor's degree or equivalent certifications in a business or technical field.
- 6+ years experience in customer service or customer support roles, including managing escalations, required.
- This role emphasizes strong stakeholder management, acting as a primary liaison between customers, internal delivery teams, sales, support, infrastructure, and hosting service providers.
- Excellent English communication skills (oral, written & presentation).
- Excellent client communication and presentation skills including listening skills, and fluency in English (spoken and written).
- Spanish native or proficiently (oral, written, & presentation) desirable.
- Proactive nature, service-minded and a natural drive for problem solving, enthusiastic, committed, result-oriented, and able to thrive under pressure.
- Project Management skills is desirable.
- Experience and knowledge within the iGaming industry is desirable.
