Job Description

Company Description

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.

Job Description

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. 

Responsibilities: 

  • 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 

Qualifications

  • 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  

Additional Information

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. 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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