Customer Success Operations Manager
Description
At IGT, the Customer Success Operations Manager plays a crucial role in supporting the Customer Success Management (CSM) team to help valued IGT ADVANTAGE customers achieve their strategic goals and maximise their investments. This role requires a balance of teamwork and technical skills. The primary objective is to assist the CSM team in creating and maintaining critical account plans, documents, and maintenance audits. Additionally, the role will serve as a liaison between the CSM team and internal entities that support the IGT systems ecosystem, aiming to simplify processes and reduce complexity. This involves streamlining partnerships with departments such as product management, engineering, professional services, and education.
Responsibilities
- Work with CSM Leadership and other CSMs, which will include, but is not limited to, driving adoption, ensuring retention, and auditing software maintenance invoices to ensure accurate billing.
- Assist CSM Leadership and CSMs to build customer success plans, establishing critical goals to aid the customer in achieving their objectives.
- Work cross-functionally with the IGT systems team to find opportunities for new usage of IGT systems products and services.
- Work to identify and develop upsell and cross-sell opportunities.
- Advocate needs/issues across departments and manage customer concerns.
- Assist and provide expert deployment and operational standard methodologies.
- Assist in workshops to help demonstrate to customers the total value of IGT systems solutions and lead regular System Business Reviews and Business Partner Meetings.
- Provide insight concerning the availability and applicability of new products and features.
- Monitor trends, identify risks and recommend operational improvements.
- Support the professional services team with scoping and selling follow-on and new service opportunities.
- Support the education services team in identifying and recommending staff training opportunities.
- Identify the critical success criteria for IGT systems deployment and drive customer happiness in cooperation with the account team.
- Act as the IGT systems liaison for inquiries, issues, or escalations, including working with support, product management, or other teams to create solution roadmaps.
- Maintain functional and technical knowledge of IGT systems platforms and future products.
- Help CSM Leadership and CSMs conduct annual maintenance audits.
- Help develop and maintain monthly partnership and SBR decks.
- Help maintain customer Key Account Plans.
Requirements
- Established track record in a related function with direct customer advocacy and engagement experience in post-sales or professional services in Fortune 1000, mid-tier, start-up companies, or public-sector organizations.
- Rich history of growing customer happiness, adoption, and retention.
- Confirmed ability to drive continuous product value.
- Experience developing product use cases with customers.
- Ability to be a strong teammate while still being a self-starter; possess exceptional verbal, written, social, presentation, and interpersonal skills.
- Thrives in a multitasking environment and can adjust priorities on the fly.
- Can focus on details and be analytical.
- Good technical and problem-solving skills and the ability to resolve problems quickly.
- Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business value.
- Experience in the enterprise and cloud software space.
- Experience navigating and steering customer engagements to completion with high customer satisfaction.
- Willingness to travel up to 50% (estimated average 25%), based on business needs.
Benefits
- 401(k) savings plan with company contributions
- Medical, dental, and vision insurance
- Life and disability coverage
- Paid time off
- Tuition reimbursement
- Other wellness programs, subject to eligibility requirements.
