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Manager Service & Support

Location: 

Moncton, NB, CA, NB E1H 2R6

Requisition ID:  6336

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.

The SPIELO brand represents a complete range of end-to-end gaming products for diverse gaming segments, including distributed government-sponsored markets, commercial casino markets, and Amusement With Prize (AWP) markets.

Overview

Client Services Managers are responsible for the management of services and deliveries for assigned IGT products. They work closely with clients and account staff to provide solutions to business needs, resolve delivery issues, and coordinate strategic communication with clients.

Client Services Managers are recognized for building professional relationships at all levels and across all internal groups as well as with 3rd party suppliers in order to ensure that all contractual obligations are fulfilled. They interface with internal support groups such as Engineering, Manufacturing, Finance, Content, Game Development, Marketing, Product Management and others as required to provide a conduit for customer needs and solutions to/from the respective groups.

They are accountable for the quality of all services provided to the client by any IGT organization and they escalate all quality concerns to respective organizations. They understand IGT products and services and are able to solve their clients' issues with the products and services that IGT offers.

Responsibilities

* Maintains positive ongoing relationships with assigned IGT portfolio of customers and respective Sales executives.
* Completes a variety of complex customer care tasks and solves issues.
* Identifies, tracks and follows-up to resolution on all issues related to the installation, operation and upgrading of IGT products. Develops and executes remediation plans for unsolved problems.
* Addresses, liaises and resolves clients' concerns related to customer service issues, deployed products functionality, training and products evolution.
* Tracks and communicates compliance status of new and enhanced products for customers.
* Follows client strategy outlined by Sales and cooperates as requested in contract management.
* Informs sales team about potential opportunities discovered in course of standard activities and supports with converting leads into tangible opportunities for growth
* Supports Sales in achieving monthly, quarterly, and annual revenue targets
* Provides input to and reviews account plans.
* Ensures customer satisfaction with scope of projects and services offered

Qualifications

* Degree qualified
* 5 years + experience in a customer support or delivery
* Experience in a technology related industry
* Customer centered approach
* Must be familiar with MS Office
* Flexible, able to adapt quickly to changing client requirements     
* Excellent analytical, written and verbal communication skills
* Highly organized


Preferred Experience:
* Software testing , scripting or programming experience
* Good iOS / Android skills
* Gaming experience is a great advantage
* Experience with Jira

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

 

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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, marital or family status, and any other personal attributes protected by federal, provincial or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming.  For more information, please visit www.igt.com.