Customer Success Manager

Based in Chicago, IL the Customer Success Manager (CSM) is responsible for proactively managing the operational relationship with a group of predefined Tier One customers predominantly serving the US market. The CSM is to develop a long-term relationship with the customer to ensure mutual success and realize the full value of SG Digital’s Gaming System, services and solutions. The CSM will be required to have an intricate working relationship with the Commercial Account Team as well as build strong, working relationships with various critical to success groups across the SG Digital global organization. Primary Responsibilities: Responsible for non commercial aspects of the customer account Advocate of SG Digitals propositions and ensuring successful delivery with the customer Positions themselves as a trusted advisor for SG Digital's Digital Gaming System Manage customer priorities through communication with the client and internal development teams providing justification and clear communication both internally and externally Ensure efficient service delivery that aligns with the customer’s priorities and expectations Works closely with the client to address technical issues and inquiries Be the expert and have the ability to effectively communicate, implement and enforce processes and procedures Manage bi-weekly and monthly customer review meetings Work closely with the Account Team to ensure a joined up and collaborative approach to managing the customer Be aware of regulations in applicable markets to where your customers operate Act as an escalation point as required Travel will be required to the customer site and other locations as deemed necessary from time to time Qualifications Competencies, Experience, Skills, knowledge, and qualifications: Bachelor’s Degree in a related field iGaming and industry knowledge (nice to have) Previous operational account management, delivery and/or project management experience Customer Relationship Management Leadership skills and managerial qualities Project management experience Technical capacity with the ability to translate technical language to customers Experience of using tools such as JIRA & Confluence Must be resilient and able to work well under pressure Strong organization, communication and interpersonal skills Strong reporting & presentation skills Confident speaker Detail-oriented Disciplined Able to prioritize own workload Proven ability to maintain high customer satisfaction Must be knowledgeable and capable of working in a global organization Must have strong communication skills, able to work independently and be team oriented Additional Information All your information will be kept confidential according to EEO guidelines.