Sr. Manager, Customer Success

  • New Jersey, US
  • Chicago, IL
  • Dallas
  • Kentucky
  • Massachusetts
  • Mississippi
  • Ohio
  • Philadelphia, PA, US
  • St. Louis
  • New York
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Team Overview:

GAN’s North American Customer Success team is responsible for fostering efficient, collaborative, and profitable working relationships with GAN customers. 

The Customer Success team collaborates with the Product, Software Delivery, Marketing, BI, IT Support, Finance, Commercial, Customer Service, and Organizational Transformation teams. 

The team is responsible for end-to-end relationship oversight, satisfaction and retention of all Simulated Gaming (SIM), Real Money Gaming (RMG), and Sportsbook (SB) customers. 

Job Purpose:

The Manager, Customer Success will function within the Customer Success team by fully owning the client relationship and liaising with internal and external stakeholders on a myriad of day-to-day items. This role incorporates elements of Relationship Management, Product Management, Technical Support, and Project Management. As a function of the GAN’s Customer Success  team, the role serves to:

  • Own the relationship between GAN internal stakeholders and GAN Customer(s)
  • Liaise closely with the Product team to ensure a product-led and product-focused customer experience 
  • Liaise Closely with the Project Management, Delivery, Development, and Customer Service teams to provide a seamless Customer onboarding and launch experience 
  • Grow and foster the business relationship through monitoring of key performance indicators and overall customer satisfaction
  • Identify opportunities for growth and additional revenue by helping our clients to better understand the full potential and value of GAN products
  • Provide leadership within the Customer Success team

Description of Job Responsibilities:

  • Act as the overall owner and main point of contact  for each of your customer accounts, establishing strong business relationships
  • Act as Senior Management-level liaison between the company’s largely Europe-based Project Management, Development and Delivery Staff and its US-based casino partners.
  • Provide routine updates to clients on the status/progress of projects, requests, issues, KPIs and new feature development.
  • Develop open and effective channels of communication with each client that can be employed and leveraged by other GAN departments 
  • Act as the key and reliable point of contact for each customer that results in establishing strong business relationships
  • Ensure that product is developed with adherence to the PRD (product requirements document)
  • Troubleshooting, documenting and testing of outages or other UI issues 
  • Document all communication between the Customer and GAN representatives such as meeting minutes, recordings, etc.
  • Document user cases, logging support tickets (as applicable) and monitoring and reporting on bug fixes. 
  • Oversee the company’s Customer Success  knowledge base 
  • Support the preparation and dissemination of regular external client notifications.
  • Run reports and provide basic data analysis of casino website KPIs, working with Marketing and CRM teams as required. 
  • Coordinate the timely resolution of action items resulting from conference calls and in-person meetings.
  • Liaise between GAN Customer Service and Fraud teams and external partners to investigate payments, fraud and chargeback activity.
  • Liaise between GAN finance teams to provide assistance with invoice reconciliation and billing issues.
  • Coordinate, and provide regular updates on the status of various development requests to internal and external stakeholders. 
  • Mastermind creative ways to deliver an exceptional GAN client experience.
  • Other duties as assigned.

Requirements:

  • Bachelor’s degree required; MBA is plus
  • 5-7 years of customer success, client services, or account management experience within the software, high tech, or similar industry. Gaming and/or sportbetting industry experience strongly preferred
  • Self-starting, self-motivated and solution-oriented
  • Highly organized with strong attention to detail and follow-through
  • Must possess exceptional oral, written, and interpersonal communication skills
  • Must possess high EQ  and have the ability to articulate technical ideas and concepts effectively to both internal and external stakeholders, technical and non-technical
  • Ability to thrive working independently or as part of a team
  • Demonstrated ability to quickly and easily create relationships and rapport with new people, and easily and manage those relationships effectively over time
  • In-depth knowledge of APIs, various web technologies, and mobile applications
  • Proficient with MS Office and Gsuite, as well as project management, product management/SLDC and BI software
  • In-depth knowledge of Software Development Life Cycle (SDLC) and Agile software development process
  • Ability to thrive in a fast-paced, deadline-driven environment
  • Self-motivated and solution-oriented
  • Highly organized with strong attention to detail and follow-through
  • Experience interacting with and presenting to C-suite executives and large groups
  • Should demonstrate and possess strong problem solving skills and the ability to make judgement calls
  • Ability to collaborate successfully and efficiently with multiple business units including executive team, legal, regulatory/compliance, product management, project management, development and customer service
  • Knowledge of customer service programs and databases, or the ability to learn new software quickly
  • Ability to thrive in a fast-paced, deadline-driven environment
  • Ability to obtain and maintain a valid passport
  • Ability to obtain tribal and/or state gaming licenses as required
  • Casino gaming industry and/or sports betting industry experience highly preferred

Travel Requirements:

Post COVID, this role may require up to 40% travel for US based client support. The possibility for international travel exists for collaboration with GAN teams, therefore a valid and current passport must be maintained.


GAN operates in a highly regulated environment, and candidate may be required to obtain an occupational gaming license in one or more U.S. states, which includes an application of personal data, a criminal and credit check, and fingerprints.  GAN will cover all costs and provide access to an Identity Protection program.    


Locations

Las Vegas, NV, US, Alabama, Austin, New Jersey, US, Chicago, IL, Dallas, Kentucky, Massachusetts, Mississippi, Ohio, Philadelphia, PA, US, St. Louis and New York

Or, know someone who would be a perfect fit? Let them know!

89145
89145 Las Vegas Directions View page

Alabama

36785 Alabama Directions

Austin

Austin Directions

New Jersey, US

08002 Cherry Hill Directions View page

Chicago, IL

60604 Chicago Directions

Dallas

75201 Dallas Directions View page

Kentucky

40475 Kentucky Directions

Massachusetts

01776 Massachusetts Directions

Mississippi

39074 Mississippi Directions

Ohio

43003 Ohio Directions

Philadelphia, PA, US

19102 Philadelphia Directions View page

St. Louis

63103 St. Louis Directions

New York

10007 New York Directions

Why work with GAN?

An opportunity to work and build a career in an established multinational company with a start-up feel and community.

  • GANtastic Culture

    We are a group of hard-working, smart individuals from all around the world. We value a healthy work/life balance, providing flexible work hours while offering a fun, lively, and supportive work environment - including activities like zoom happy hours and employee-friendly competitions (just wait until you submit your pet photos, talent videos, and written stories for prizes). We believe in helping the company flourish by championing each other's personal and professional growth.

    At GAN, you're more than just an employee - you're family.

  • Compensation and Benefits

    Competitive total compensation package - including generous Holiday (EU) / PTO (US) programs and company paid Bank Holidays (EU) / Holidays (US).

    Benefit packages are dependent on the country, as some countries have healthcare through the government. In addition, GAN offers pension plans (EU) / 401(k) matching (US), paid maternity and paternity leave, and health and wellness coverage in the US (including medical, dental and vision, HSA, short-term and long-term disability insurance, and life insurance).

  • GAN Perks

    Fitness, gym, and sports reimbursement programs or vouchers, payday drinks, social events and competitions, and employee referral bonuses.

  • Equal Opportunity Employer

    GAN is committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the military and armed forces, or any other basis protected by country, federal, state, or local law. We are fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values.

GAN Workplace & Culture

GAN offers an empowered work environment that encourages creativity, initiative, and professional growth. We provide a competitive salary and benefits package.

 

 

 

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