Technical Account Manager - Games Global Operations Limited
Boca Raton, FL 33432
About the Job
Overview:
We are looking for a Technical Account Manager to take a customer-centric approach to deliver a market leading technical and operational relationships focused on ease of engagement, issue resolution and project delivery.
Evangelize all products and features, ensuring all technical opportunities are explored and implemented with our customers.
To take ownership and be responsible for the technical satisfaction of a portfolio of customers with a range of tier 1-5 customers.
Responsibilities:Customer Relationship Management
- Develop and maintain strong relationships with customers, understanding their business needs, challenges, and goals.
- Act as the primary point of contact for customer inquiries, ensuring prompt and effective responses and foster collaboration between the business and customers.
- Proactively engage with customers to understand their technical needs and provide feedback to the business to align our products and services accordingly.
Communication and Stakeholder Management
- Facilitate effective communication with internal and external key stakeholders, adeptly managing day-to-day issues, escalations, and expectations.
- Provide regular updates to customers on product enhancements, new features, and technical requirements that may need to be implemented.
- Maintain alignment on account activities through collaboration with the Partnership team.
- Cultivate effective communication channels, facilitating seamless interaction with internal and external key stakeholders.
- Document and circulate all operational communications with customers utilizing collaboration tools to maximize efficiency and transparency.
Technical Proficiency
- Possess the relevant knowledge of the GGL products, services, and technologies that are available.
- Provide technical guidance and support to customers, ensuring they leverage the full capabilities of the products/services they have.
- Establish and articulate the customers product requirements to the business.
- Facilitate the implementation of products or services by aligning all the technical teams with the customer needs and ensure smooth delivery.
Problem Management and Resolution
- Working with customers and internal technical support teams, facilitating the resolution of technical issues.
- Ensure timely and effective responses to customer inquiries by troubleshooting problems where possible and/or escalating priority items to the relevant technical teams and provide resolutions within an acceptable timeframe.
- Manage expectations on resolution statuses based on the external and internal priority of issues.
Service Delivery and Continues Improvement
- Proactively engage with customers to identify opportunities to uptake additional products/services that align with their business objectives.
- Recommend enhancements and/or modifications to existing solutions to meet evolving customer needs and the GGL requirements.
- Relay customer feedback to internal teams for continuous improvement of products and services.
- Identify efficiencies to our process and collaborate with the various teams to document, recommend and implement improvements.
- Coordinate with internal teams to address technical issues, manage timelines, and ensure successful project delivery.
- Experience in MS Office applications, particularly with in Excel.
- Strong communication skills – Written & Verbal.
- 1-2 years’ experience in the igaming industry.
- Strong technical understanding of online Casino products.
- Account Management experience.
Source : Games Global Operations Limited
