Market Development Manager

Accel Entertainment•Burr Ridge, IL

About The Position

The primary responsibilities of the Market Development Manager include but is not limited to building and nurturing strong client relationships, ensuring their needs are met, and enhancing their overall customer experience. This position serves as the primary liaison between the customer base and the company's support infrastructure. It focuses on customer satisfaction while ensuring clients' needs are addressed promptly and efficiently.

Requirements

Bachelor’s degree from accredited university
1-3 years of experience in account management
Advanced problem resolution skills and negotiations
Ability to create and manage some marketing initiatives
Ability to anticipate customers’ needs and match appropriate products and services
Ability to create processes and mold internal departments to meet customer needs
Comfortable working under pressure in a fast-paced environment
Core computer and Microsoft Office competencies
Excellent written and verbal communication skills
Ability to understand and follow written and verbal instructions
Strong organizational, problem-solving skills; able to manage priorities and workflow
Ability to work independently and as a member of various teams and committees
Versatility and willingness to work within constantly changing priorities with enthusiasm
Minimum of 21 years of age
Valid driver’s license
May be required to obtain and maintain an Illinois Gaming License

Responsibilities

Serve as a primary point of contact for assigned accounts, building strong relationships through weekly client outreach and at least two in-person visits per month to foster trust and rapport.
Support Relationship Managers by coordinating meetings, managing calendars, arranging appointments, and providing general administrative assistance, including expense processing and reimbursements.
Deliver exceptional client support by addressing inquiries, resolving issues, escalating technical concerns as needed, and ensuring timely completion through proper channels.
Develop a thorough understanding of customer needs and proactively propose solutions to expand existing relationships and meet client objectives.
Ensure accurate and timely delivery of all client deliverables while facilitating smooth, efficient support processes.
Monitor Salesforce activity and key performance metrics for Relationship Managers, providing insights to improve performance and customer engagement.
Plan and coordinate marketing and promotional events (e.g., golf events, Brand Ambassador activations, Spin Wheel events) to strengthen client relationships and brand presence.
Lead and support customer retention initiatives, identifying opportunities to enhance the customer journey and overall player experience.
Provide guidance and education to clients on market trends, company updates, processes, and product or technology enhancements, including player experience training when applicable.
Collaborate cross-functionally with sales, marketing, service, product development, and leadership teams to ensure a cohesive and seamless customer experience.
Maintain responsibility for the condition and quality of on-site assets, coordinating service or warehouse support as required.
Handle customer complaints and concerns professionally and efficiently, ensuring high levels of satisfaction and loyalty.
Maintain clear and consistent communication with leadership and staff regarding client needs, operational updates, and relevant gaming industry developments.