Technical Client Services Manager

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Team Overview:

The Client Services Team is responsible for maintaining effective working relationships with the company’s external clients and partners, as well as with internal stakeholders, including Project Management, Sales, Product, Software Delivery, Marketing, BI, IT Support, Finance, and Customer Services teams. The Team is responsible for maintaining an end to end awareness of all aspects of the operations of the company’s Social and Real-money gaming sites and apps for each client. 

Job Purpose:

The Technical Client Services Manager’s primary role will be in support of the Client Services team by liaising with internal and external stakeholders on a myriad of day to day items. The role incorporates elements of Account Management, Product Management, Technical Support, and Project Management. As a function of the company’s Operations team, the role serves to maintain and grow business relationships with current clients, but will also grow with time to assist with the on-boarding of new clients. The Client Services team acts as a conduit to focus and direct communications; championing the needs of the clients internally, and representing the best interests of the company externally. The purpose will also help support our clients to better understand the full potential and value of the GAN products.

Description of Job Responsibilities:

  • Acting as the liaison between the company’s largely Europe-based project managers and development staff and its US-based casino partners on projects, requests, issues, and new feature development.
  • Provide routine updates to clients on the status/progress of projects, campaigns, and other active customer initiatives that GAN solutions integrate and support.
  • 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.
  • Support Sales team as needed with onboarding and client-success following contract signature.
  • Champion client requests for development as part of sprint planning and prioritization.
  • Troubleshooting, documenting and testing of outages or other UI issues.
  • Documenting user cases, logging support tickets (as applicable) and seeing through bug fixes.
  • Oversee the company’s client knowledgebase by maintaining and administering its client wiki.
  • Support the preparation and dissemination of regular external client notifications.
  • Running standard reports and providing basic data analysis of casino website KPIs.
  • 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.
  • 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:

  • 3-5 Years Technical Account Management experience (ideally with software)
  • Minimum four-year degree in Computer Science, Project Management, or similar
  • Must be intelligent, organized, outgoing and communicative.
  • Excellent oral and written communication skills, with an ability to articulate ideas and concepts effectively to both internal and external stakeholders.
  • Must be personable and able to adapt to various client corporate structures, processes, and cultures.
  • Strong emotional IQ (EQ) and demonstrated ability to create relationships with new people quickly and easily and manage those relationships effectively over time
  • Proficient with MS Office tools, as well as project management software like JIRA or Basecamp, and knowledge base wiki software (such as Confluence or SharePoint), Slack, and Skype.
  • Exposure to Project Management concepts
  • Exposure to Agile software development process, preferably for web-based gaming.
  • Should demonstrate and possess strong problem solving skills and the ability to make rationale judgement calls.
  • Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience.
  • Knowledge or experience in the Gaming Industry space preferred (but not mandatory)

 

Travel Requirements:

This role requires up to 20% of 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 Identify Protection program.    


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Philadelphia, PA, US

19102 Philadelphia Directions View page

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, employee referral bonuses, and much more are perks.

  • 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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