Client Service Manager

Light & Wonder•Las Vegas, NV

1d•Onsite

About The Position

The Client Service Manager is responsible for the coordination and monitoring necessary to ensure that tables projects (deployments, expansions, and upgrades) are successfully executed to the expectations of the customer. The CSM works with sales, product support, field service, PMO, scheduling, production, and customer IT and floor personnel to ensure alignment on timelines and deliverables and proper tracking of issues required to remove any barriers to successful delivery. The Client Service Manager will maintain tracking of in progress projects and status and convene calls of appropriate business or customer organizations as needed. The CSM will produce documentation needed to record status, issues, owners, timing and resolution of key issues to keep projects on track. The CSM will debrief with customers and sales partners to gain feedback on completed projects to track success, issues, concerns or opportunities.

Requirements

Bachelors degree in related field
2 to 5 years Project management in the gaming industry
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multi-tasking skills
Superior written and verbal communication skills
Excellent presentation skills
Strong interpersonal and listening skills
Disciplined, highly organized and detail-oriented
Ability to multi-task and be effective in a fast-paced environment
Commitment to Teamwork
Customer-focused and highly driven
Intermediate knowledge of Microsoft Suite including MS Project, Visio
Ability to manage issues requiring problem resolution and conflict management
Ability to obtain gaming licenses in various jurisdictions
Driver’s license required

Nice To Haves

PMP certification

Responsibilities

Maintain tracking of in progress projects and status and convene calls of appropriate business or customer organizations as needed.
Produce documentation needed to record status, issues, owners, timing and resolution of key issues to keep projects on track.
Debrief with customers and sales partners to gain feedback on completed projects to track success, issues, concerns or opportunities.
Develops and implements policies and practices for client installations, including access management, data mapping and transfer, process documentation, testing and troubleshooting and client training.
May directly lead the largest or most-complex client implementations.
Responsible for high-level relationship management with clients.
Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.
Strategically focused and responsible for client satisfaction, maintaining client communication and the overall management of the client relationship.
Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business.
Typically involves extensive interaction with sales, systems engineering, product development and other members of cross-functional teams.
Any other duties assigned