Customer Success Manager

IGT, a Nevada Corporation•City of Moncton, NB

36d•Onsite

About The Position

At IGT, the Customer Success Manager (CSM) plays a crucial role in helping IGT ADVANTAGE customers achieve their strategic goals and maximize their investments. This role requires a balance of customer-centricity and technical skills. The primary objective is to build strategic partnerships with clients by demonstrating technical best practices and adoption, while also establishing new relationships. The CSM will serve as a liaison between the customer and internal departments such as product management, engineering, professional services, and education to simplify processes and reduce complexity within the IGT systems ecosystem.

Requirements

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.
Proven 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.
Ability to thrive in a multitasking environment and adjust priorities on the fly.
Detail-oriented and analytical.
Good technical and problem-solving skills with the ability to resolve problems quickly.
Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and their 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.

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 and establish critical goals to help them achieve 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 communication cadences (weekly/monthly/quarterly) with assigned clients to review executive dashboards and program status.
Act as a trusted/strategic advisor to customers, driving 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 and issues across departments and manage customer concerns.
Provide expert assistance with deployment and operational best practices.
Assist in workshops to demonstrate the total value of IGT systems solutions 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.