Technical Account Manager III
FL Statewide, FL, US
IGT is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across global channels and regulated segments through gaming machines, sports betting and digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries, and create value by adhering to the highest standards of service, integrity, and responsibility. For more information, please visit www.igt.com.
Overview
The following describes core position responsibilities. Other duties may be assigned.
Build and maintain strong client relationships:
• Serve as a primary point of contact for customers.
• Understand customer organizational structure and cultivate key relationships, including contacts in IT, Slot Operations, Table Operations, Marketing, Audit, and C-Level.
• Develop a superior understanding of the customer experience and player experience for each assigned customer.
• Relay customer feedback back to IGT stakeholders.
Provide direct technical support:
• Assist customers with product-related inquiries and creation of IGT Support tickets.
• Provide product documentation as appropriate.
• Schedule and facilitate meetings between customer stakeholders and relevant IGT resources.
• Work with technical teams to produce accurate and complete Root Cause Analysis documents.
Collaborate with internal teams:
• Work cooperatively with Customer Success Managers to interface with the customer.
• Participate in System Delivery projects (both remote and onsite) and assist with issue management and escalation.
• Communicate effectively with Delivery, Support, and Sales teams to ensure internal alignment and proper attentiveness to customer needs.
• Provide technical oversight on Major Incidents and manage internal and external expectations.
• Evangelize customer-requested feature enhancements within the Product Management organization.
Drive adoption and customer satisfaction:
• Educate customers on system best practices to maximize product value and improve the customer experience.
• Provide training on the IGT Web Portal and explain ticket process flow to set proper customer expectations.
• Conduct regular status meetings with customers to review outstanding items.
• Facilitate IGT Technical Training and Support Services engagement to drive product adoption.
Monitor account performance:
• Track and report key metrics, including but not limited to: Service Level Agreement (SLA) adherence, Ticket Time to Resolve (TTR), and Customer Satisfaction (CSAT).
• Identify account health challenges and make recommendations for improvement.
• Attend customer Business Review and Partnership meetings.
Identify and mitigate risks:
• Proactively identify potential issues and make recommendations for successful product deployments and minimization of disruptions.
• Closely track product challenges to ensure continuation of maintenance and customer retention.
Protect and grow revenue:
• Conduct periodic system account maintenance to ensure that installed products have the correct versions identified and are properly invoiced with respect to maintenance.
• Actively participate in discussions regarding customer project roadmaps.
• Identify new revenue opportunities encompassing additional products and services.
Requirements
• Bachelor’s degree in a related technical field plus 2-4 years of experience in the Casino industry, or equivalent experience
• Fluent in English
• Knowledge of Casino Gaming operations
• Knowledge of operating systems, user account management, and software administration
• Excellent verbal and written communication skills
• Ability to obtain and maintain jurisdictional gaming licenses
• Ability to travel, up to 25% of the time
• Ability to perform and produce with limited management oversight
• Ability to work outside of standard day shift hours as business needs dictate
Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership
At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $38,281-$156,700. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.
Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses . In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.
All IGT employees have a role in information security. Annual training will be assigned and required as appropriate.