Regional Account Director
Description
The Regional 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Strong critical thinking, negotiation, and communication skills.
- Deep understanding of contract management, SLAs, and regulatory environments.
- Ability to travel as needed across North America.
- Executive presence with the ability to influence senior partners.
- Passion for customer success and operational excellence.
- Experience working with government or public sector clients.
- Familiarity with digital gaming platforms and emerging technologies.
Benefits
- Health, dental, and vision insurance
- Paid time off
- 401(k) plan with employer matching
