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Full-time
Posted 4d ago
~40 hrs/week
Responsibilities
Support the Customer Success Management team by creating account plans, conducting maintenance audits, and streamlining internal processes. Act as a liaison between customers and internal departments to drive product adoption, retention, and identify growth opportunities.
Requirements
Requires a proven track record in post-sales or professional services with experience in customer advocacy and driving product value. Candidates must have experience with enterprise/cloud software and the ability to travel up to 50%.
Full job description
Your growth matters. Let’s do this together.
Make an impact, develop your career, and contribute to our next chapter - guided by our 5Cs: Culture, Capabilities, Content, Commercialization, and Cash Flow Creation. Grow with us, as we build the path to becoming the number one supplier in the casino industry.
Overview
This role plays a critical part in ensuring that IGT’s products make a difference with our customers. The CSM uniquely provides guidance, planning and support when needed to make sure our customers can maximize the ROI of the products we sell. Working as part of the broader sales team, the CSM helps bridge the gap from sale to adoption and answers the question: “how can IGT accelerate your business?”.
This role is based in Mississauga, Canada (hybrid).
Responsibilities:
Orchestrate overall relationships with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and auditing software maintenance invoices to ensure accurate billing.
Work with clients to build customer success plans, establishing critical goals to aid the customer in achieving their objectives.
Measure and monitor customers’ achievement of critical performance indicators, reporting internally to the IGT account team and externally to customer sponsors and executives.
Establish regular cadence (weekly/monthly/quarterly) with each assigned client to review executive dashboards and program status.
Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
Work cross-functionally with the IGT systems team to find opportunities for new usage of IGT systems products and services.
Work to identify and develop upsell and cross-sell opportunities.
Advocate customer needs/issues cross-departmentally and manage customer concerns.
Assist and provide expert deployment and operational standard methodologies.
Assist in workshops to help demonstrate to customers the total value of IGT systems solutions and lead regular System Business Reviews and Business Partner Meetings
Provide insight concerning the availability and applicability of new products and features.
Support the professional services team with scoping and selling follow-on and new service opportunities.
Support the education services team in identifying and recommending staff training opportunities.
Identify the critical success criteria for IGT systems deployment and drive customer happiness in cooperation with the account team.
Act as the IGT systems liaison for inquiries, issues, or escalations, including working with support, product management, or other teams to create solution roadmaps.
Maintain functional and technical knowledge of IGT systems platforms and future products.
Qualifications
Established track record in a related function with direct customer advocacy and engagement experience in post-sales or professional services in Fortune 1000, mid-tier, start-up companies, or public-sector organizations.
Since this role is essential to the IGT systems success initiative, you will have a rich history of growing customer happiness, adoption, and retention.
Confirmed ability to drive continuous product value.
Experience developing product use cases with customers.
Ability to be a strong teammate while still being a self-starter.
Since this role is customer-facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills.
Thrives in a multitasking environment and can adjust priorities on the fly.
Can focus on details and be analytical.
Good technical and problem-solving skills and the ability to resolve problems quickly.
Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business value.
Experience in the enterprise and cloud software space
Experience navigating and steering customer engagements to completion with high customer satisfaction.
Willingness to travel up to 50% (estimated average 25%), based on customer and business needs and customers' location.
Keys to Success
• Building collaborative relationships • Decision making • Drive results • Foster innovation • Personal energy • Self-leadership
IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.
IGT is the global leader in gaming. For more information, please visit www.igt.com.
IGT is a leading global provider of gaming, digital and financial technology solutions, formed through the combination of International Game Technology PLC’s Gaming & Digital Business and Everi Holdings Inc. IGT’s offering spans gaming machines, game content and systems, iGaming, sports betting, cash access, loyalty and player engagement solutions, enabling it to deliver integrated, customer-centric experiences across land-based and digital environments. Organized into Gaming, Digital and FinTech business units, IGT drives innovation, efficiency and value for casino, digital and hospitality operators worldwide. The company is headquartered in Las Vegas.
Offices: 6355 S Buffalo Dr, Las Vegas, NV 89113, US · 10 Finsbury Square, 3rd Floor, London, EC2A 1AF, GB · 6355 S Buffalo Dr, San Francisco, CA 94105, US · 29 Suzhou Street, Haidian District, Bejing, 100080, CN · 2131 HC Hoofddorp, Amsterdam, NL
Gaming across all channels and regulated segmentsOnlinesocial& mobile gaming contentCasino Game Developmentand Sports BettingMedia and EntertainmentInformation TechnologyGamingInformation Services
How many Customer Service & Support jobs are open in Mississauga, Canada right now?
There are currently 1,201 open customer service & support positions in Mississauga, Canada listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Mississauga, Canada?
Companies currently hiring include Shoppers Drug Mart, Walmart, Loblaw Companies Limited, Starbucks, Global Elite Consultants, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Mississauga, Canada?
Yes — 278 of the 1201 open customer service & support positions offer remote or hybrid work (100 remote, 178 hybrid).
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