Customer Success Manager

Overview

At IGT, we consider the role of a Customer Success Manager (CSM) to be of utmost importance in helping our valued IGT ADVANTAGE customers achieve their strategic goals and maximize their investments. We are looking for a professional with a perfect customer-centric and technical skills balance. The primary objective of this role is to create effective strategic partnerships with our clients by demonstrating technical best practices and adoption while also establishing new relationships. Additionally, the CSM will act as a liaison between the customer and the many internal entities supporting and serving the IGT systems ecosystem to simplify processes and reduce complexity. This involves streamlining partnerships with various departments, including product management, engineering, professional services, and education. 

This role is based in Vancouver, Canada.

Responsibilities:

• Orchestrate overall relationships with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and auditing software maintenance invoices to ensure accurate billing. 
• Work with clients to build customer success plans, establishing critical goals to aid the customer in achieving their objectives. 
• Measure and monitor customers’ achievement of critical performance indicators, reporting internally to the IGT account team and externally to customer sponsors and executives. 
• Establish regular cadence (weekly/monthly/quarterly) with each assigned client to review executive dashboards and program status. 
• Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services. 
• 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 customer needs/issues cross-departmentally 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. 
• 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. 

Qualifications

• 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. 
• Since this role is essential to the IGT systems success initiative, you will have a 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. 
• Since this role is customer-facing, you will 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 customer and business needs and customers' location. 

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership