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Client Account Representative

Location: 

Lakeland, FL, US, 33815

Requisition ID:  3676

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.

SUMMARY

As part of the Account Services team, the Account Representative is responsible for developing and maintaining the relationship with IGT’s Instant Ticket Customers. This position communicates Customer needs and changes to internal departments, and vice versa, as part of the game development process. The Account Representative manages the the full cycle Customer facing experience for the instant ticket game production. 

RESPONSIBILITIES

Customer Relationship & Project Management

  • Build and maintain relationship and communication with the IGT Instant Ticket Customer and internal stakeholders
  • Develop expertise in instant ticket game play strategy and offer recommendations and solutions to the Customer during the game development process
  • Participate in meetings and conference calls with Customers, internal stakeholders, and work in partnership with other subject matter experts to solve issues or concerns
  • Review Customer launch schedules and product portfolio and offer recommendations based on industry trends and performance
  • Develop project timelines based on the Customer's requested delivery date. Work with internal stakeholders to ensure compliance with the timeline
  • Monitor games throughout the printing and packaging process for compliance with Customer requirements
  • Resolve any issues that may arise with press personnel, production management, or other stakeholders
  • Onboard new Customers by gathering and documenting Customer requirements when necessary

 

Game Development & Documentation

  • Input game specifications into the Game Management System (GMS) and develops Working Paper documentation
  • Order trademark searches and resolves any potential issues with Customers, where applicable
  • Send design requests to the Creative Design team based on the Customer's new game order and standard requirements
  • Create prize structures based on Customer's standard requirements. Ensure prize descriptions accurately fit the ticket play mechanics and instructions
  • Review game mechanics, playability, and develop game parameters. Offer recommendations to the Customer where necessary
  • Review draft Working Papers in their entirety to ensure accuracy. Distribute draft Working Papers to internal departments for review
  • Coordinate shipping requirements and prepare documents and deliverables as required
  • Submit Working Papers to Customer for review
  • Affect any Customer-requested changes where necessary
  • Communicate changes and acquire sign-off from the Customer
  • Execute approved Working Papers and distribute internally
  • Provide contract proofs to the Customer, order collateral materials, review/sign off on proofs from vendors
  • Amend executed Working Papers when necessary and distribute to internal stakeholders
REQUIREMENTS

IGT Global Requirements

  • Follow all policies such as Code of Conduct, Confidentiality, Information Security, Environmental Compliance, etc

 

Education Required

  • High School Diploma required
  • Associate’s degree in Business, Marketing, Finance, Printing, or related field, or equivalent experience required

 

Experience Required 

  • 3+ years of dedicated Customer services or account management experience within a related industry or position

 

Skills Required (software, technical, industry, equipment, lifting, and physical requirements)

  • Strong skills in time management and project management
  • Excellent written and verbal communication skills, with intermediate skills in math
  • Strong skills in Microsoft Excel formulas and calculations
  • Proficiency in Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat
  • Strong attention to detail and a commitment to quality
  • A high degree of professionalism and strong work ethic coupled with a sense of responsibility and integrity required
  • Excellent interpersonal skills, dependability and the ability to communicate with all levels in the organization required
  • Excellent meeting planning, project management, and organizational skills required
  • Excellent judgment and discretion required in handling highly sensitive and confidential information in a respectful manner
  • Strong initiative and good judgment are a must
  • Ability to work under minimal supervision under tight time constraints
  • Ability to work independently, but also partner as a team player

 

Preferred Education, Experience or Skills

  • Foreign language skills are a plus, but not required
  • Bachelor’s degree in Business, Marketing, Finance, Printing, or related field a plus
  • Printing, Manufacturing, or Lottery industry experience a plus
  • Experience working with international accounts a plus

 

 

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.