Client Success Relationship Manager

IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences -powered by world-class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.

Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long-term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.

Responsibilities

The Client Success Relationship Manager will be responsible for coordination of services across multiple products and/or locations nationwide. They also work with clients to provide solutions to business needs, resolve delivery issues, and coordinate strategic communication with clients. They are able to build strong relationships at all levels of their organization to ensure that others complete the work that their client has requested. They manage their time and prioritize multiple projects. They understand the products and services of their organization and are able to solve their clients' major business issues with the services that their organization offers. Client managers take customer service to the highest level. Travel is estimated at about 70% of your time.

• Maintains ongoing relationships with assigned IGT customers
• Completes a variety of complex customer care and tasks and solves problems in creative, highly resourceful and effective ways
• Work impacts satisfaction of customers with IGT's products, product line and ultimately the company
• Conducts and orchestrates QBR with clients and key stakeholders within IGT
• Develops and maintains account plans
• Discovers opportunities and work with the sales team to convert opportunities to sales
• Develops and executes remediation plans for IGT customers
• Participates in CSAT activities to maintain a high level of CSAT for IGT clients
• Support in achieving monthly, quarterly, and annual revenue targets
• Ensures that the customer is satisfied with company projects and services; works closely with sales and oversees day-to-day relationship with client
• Identifies, tracks and follows-up to resolution on all open items related to the installation and upgrading of IGT products
• Addresses, liaisons and resolves clients' concerns, including accounting, training and customer service issues
• Keeps sales and service management apprised of progress toward the resolution of all unresolved IGT issues of each assigned customer
• Tracks and communicates compliance status of new and enhanced products for customers

Qualifications

• Typically has a minimum of 2-3 years of experience in customer service delivery in face-to-face situations
• Typically has 4+ years of project or team lead experience
• Bachelor's degree or equivalents years in position
• Customer care and problem resolution
• Resolution team / project management
• Communication at all levels internally and externally
• IGT product portfolio knowledge (not required)
• Ability to pass a Background Security Investigation
• Ability to Travel
• Must be at least 21 years of age
• Able to obtain a Gaming License
• Valid driver license and clean driving record
• Able to pass a Security Background Investigation

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.

Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.

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