Senior Account Manager

Aristocrat Technologies•Lansing, MI

14d•$133,086 - $247,159

About The Position

The Senior Account Manager maintains vendor relationships and serves as primary iLottery program contact. This role focuses on driving customer success, competitive market strategies, and managing customer contracts and support issues. The ideal candidate will possess strong leadership, communication, and problem-solving skills to effectively manage and exceed customer expectations.

Requirements

10+ years of account management experience and a bachelor’s degree or equivalent experience in business, Marketing, or a related field.
3+ years of leading an iLottery team, the Lottery and other vendor partnerships for account management relationships.
Strong leadership and relationship-building skills.
Excellent communication and problem-solving abilities.
Ability to handle multiple priorities and work effectively in a fast-paced environment.
Experience with contract management and understanding of SLAs.
Understanding of market dynamics and current industry trends.

Responsibilities

Customer Relationship Management: Nurture and uphold positive relationships with the Lottery and other vendors. Serve as the daily point of contact for customer interactions, ensuring satisfaction and long-term partnership.
Customer Success Leadership: Develop and implement a joint success plan with the Lottery to meet and exceed customer goals and objectives. Lead initiatives to ensure the successful delivery of products and services, aligning with customer expectations and business objectives. Lead the collaboration with the entire iLottery team, the Lottery and other vendor partners.
Market Strategy and Contract Management: Drive competitive market strategy where indicated, staying ahead of industry trends and competitors. Coordinate all aspects of customer contracts and ensure fulfillment of service level agreements (SLAs).
Support and Issue Management: Proactively manage, measure, and track customer support issues, ensuring timely and effective resolution. Collaborate with internal teams to address and solve customer challenges, enhancing overall customer experience.
Business Performance Insights: Provide actionable insights and recommendations for business performance enhancements based on customer feedback and market analysis. Continuously seek opportunities to improve processes and strategies to better serve customers.
Best Practices Documentation: Document and share guidelines with the team and the broader customer organization. Nurture a culture of knowledge sharing and continuous improvement within the customer success team.