Relationship Manager III
Description
At IGT, the Relationship Manager III plays a crucial role in assisting valued IGT ADVANTAGE customers in achieving their strategic objectives and maximizing their investments. This position requires a professional who excels in both customer-centricity and technical skills. The main goal is to forge effective strategic partnerships with clients by promoting technical best practices and adoption, while also cultivating new relationships. The Relationship Manager will also serve as a bridge between the customer and the various internal teams that support the IGT systems ecosystem, aiming to streamline processes and reduce complexity. This includes fostering collaborations with departments such as product management, engineering, professional services, and education.
Responsibilities
- Orchestrate overall relationships with assigned clients, including driving adoption, ensuring retention, and auditing software maintenance invoices for accurate billing.
- Collaborate with clients to develop customer success plans, establishing critical goals to help them achieve their objectives.
- Measure and monitor customer achievement of critical performance indicators, reporting findings internally to the IGT account team and externally to customer sponsors and executives.
- Establish a regular cadence (weekly/monthly/quarterly) with each assigned client to review executive dashboards and program status.
- Become a trusted/strategic advisor to customers and drive continued value from IGT products and services.
- Work cross-functionally with the IGT systems team to identify opportunities for new usage of IGT systems products and services.
- Identify and develop upsell and cross-sell opportunities.
- Advocate for customer needs/issues across departments and manage customer concerns.
- Provide expert guidance on deployment and operational best practices.
- Assist in workshops to demonstrate the total value of IGT systems solutions to customers and lead regular System Business Reviews and Business Partner Meetings.
- Provide insights on the availability and applicability of new products and features.
- 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 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, working with support, product management, or other teams to create solution roadmaps.
- Maintain functional and technical knowledge of IGT systems platforms and future products.
Requirements
- 5+ years of experience in customer service delivery in face-to-face situations.
- 4+ years of project or team lead experience.
- 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.
- 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 customer and business needs and customers' location.
Benefits
- Commission opportunities for eligible sales roles
- Discretionary bonus potential for non-sales positions
- Comprehensive benefits, including medical, dental, vision, life, accident, and disability insurance
- A 401(k) Savings Plan with company contributions to help you plan for the future
- Tuition reimbursement to support continued learning and growth
- Paid time off to rest, recharge, and reset
- Wellness programs that support your overall well-being
- Identity theft protection for added peace of mind
