Customer Success Manager Sportsbook
SG Digital leads the global gaming market, providing innovative software that powers the world’s most successful operators and online gaming providers.
We pride ourselves on product innovation and technical excellence and are constantly adding new applications and new functionality to our product suite, used by billions of end users. Having recently become the Digital, online Division of the $4bn Scientific Games, we are now in a period of dramatic growth that will see us grow headcount by 30% this year alone.
Want to be part of our story?
We are a group of distributed multidisciplinary engineers, passionate about casino gaming, focused on a few highly scalable distributed platforms on a hybrid technology stack running in public and private clouds.
The teams are small and move fast -- all members are expected to be able to achieve maximum results with minimal direction.
SG Digital is looking for a Customer Success Manager (CSM) for its leading Sportsbook Operations as it grows the customer portfolio in US. The CSM will be responsible to ensure customers receive excellent level of Service at all times while acting as a single point of contact to them for Sportsbook Operations matters.
This role would be well suited to an individual with a natural interest in Sports and extensive experience in engaging with B2B customers in the Gaming industry looking to further progress their career with a market leading company.
The CSM will be required to work closely with the Commercial Account Manager to ensure a joined up and collaborative approach to managing the customer as well as build strong working relationships with various technical groups across the SG Digital global organization.
Being a trusted partner for our Customers
Introduce a standardized engagement model
Provide Product and Service subject matter expertise customer support
Systematic collection of data and analytics regarding the performance of our Products & Services to the Customer and benchmarking against business model
Constant benchmarking of Customer data against competition
Interact with Product Management, Trading, Commercial and Support functions on a constant basis to ensure P/L optimization for each customer
Responsible for non commercial aspects of the customer account
Advocate of SG Digitals propositions and ensuring successful delivery with the customer
Works closely with the client to address technical issues and inquiries
Be the expert and have the ability to effectively communicate, implement and enforce processes and procedures
Manage bi-weekly and monthly customer review meetings
Work closely with the Account Team to ensure a joined up and collaborative approach to managing the customer
Be aware of regulations in applicable markets to where your customers operate
Act as an escalation point as required
Strong background in customer research and analytics techniques, process improvement and performance management
At least 3 years in Customer Success, Account Management, Business development or other customer-facing role
Experience in the Gaming/Sports Betting Industry
Proven experience in process- oriented structure and data driven mindset
Excellent communication and presentation skills, highly organised, collaborative and detail oriented
Technical capacity with the ability to translate technical language to customers
Experience of using tools such as JIRA & Confluence
Must be resilient and able to work well under pressure
Strong organization, communication and interpersonal skills
Strong reportng & presentation skills
Excellent written and verbal skills
Why would you enjoy working with us at SG Digital?
Competitive benefits, an open and supportive environment as well as a modern and exciting workplace
The opportunity to interact with global teams on a regular basis and the possibility to switch teams and projects as you and our business continues to develop and grow
Tangible and genuine development - at SG Digital, you can take your career where you want it to go!
Exposure to real work, business-critical projects and the chance to develop some of the world’s leading e-commerce sportsbooks whilst working on exciting client projects and interact with lots of code!
And if that’s not enough; you will get to enjoy a stunning work location and flexible working whilst we provide you with the guidance and development skills you need to progress quickly and enhance your career.