Mgr Service & Support I - Canada
Moncton, CA, E1H 2R6
Your growth matters.
At IGT, growth can mean taking on a new challenge, building new skills, or bringing your experience to a different part of our business. Explore opportunities to grow your career, broaden your impact, and continue helping us Innovate with Purpose, Compete Intensely & Win, Lead with Heart, Make It Matter, and Create Value.
Your next opportunity could be right here at IGT.
Responsibilities
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 reach to proper organizations to solve their clients' issues with the products and services that IGT offers.
- 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, liaisons 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
- Collaborates closely with sales teams and oversees day-to-day relationship with client.
- Communicates with sales and service management on progress of all unresolved IGT issues, status of planned activities and customer relations.
Qualifications
- Post-Secondary Degree or Diploma in a relative field or equivalent.
- Experience in customer support 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
- Ability to multitask and be highly organized
Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership
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Keep growing. Keep making an impact.
Our greatest competitive advantage is our people—and every new opportunity is a chance to bring your experience, curiosity, and perspective to a new challenge. Take ownership of your growth, explore what's possible, and help us shape what's next at IGT.
IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.