Technical Account Manager (Must Reside in Las Vegas or Reno, Nevada)

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Overview

Technical Account Managers assist customers with IGT products’ technical aspects. In this role, you will position yourself to be the first point of contact for your assigned accounts’ technical business needs. Diligently working with the various customer departments and providing valuable insight into multiple avenues of IGT products and services. Gaining trust and confidence of the customers for IGT products and support. You will work with the customer to identify how IGT products are being used, facilitate training clients in the product’s proper use, identify any product gaps, and document enhancements to enhance the customer experience and improve satisfaction. As a TAM you will need to understand your customer to identify their specific “Pain Points” to expedite any escalations. Establish customer expectations and ensure they are met by IGT in a sustainable manner. Ensure the customer’s concerns are escalated through the proper channels and proper attention is given to each issue.

Responsibilities:
The Technical Account Manager (TAM) is the day-to-day interaction point for customers and is responsible for:
•    Technical Relationships
•    Product consumption guidance
•    Facilitation of Resolutions and Solutions
•    Providing follow-up and status updates when appropriate
•    Forming relationships and advising Product Development and Product Management on feature improvements to reduce pain points of customers
 

The foundational and primary responsibilities of the Technical Account Manager are to track and facilitate short and long-term resolutions/solutions to the following:
•    General Support/Training Issues
•    Problem Management
•    System Enhancements

As a TAM you will also collaborate with the Sales, Client Success Managers, Delivery, and Support teams to provide key customer challenges and opportunities to ensure customer loyalty. In the Technical Account Manager role, you will play a major part in the pre-sales and post-sales process. Expertise in the technical elements of IGT products, departmental processes, and clarity of instruction are important competencies in this position. 

Success in this role will be demonstrated through the following:
•    Bi-Annual CSAT
•    Monthly and Yearly TAM Reports
•    Business Reviews

Work Location:
This is predominantly a remote from home position, with onsite work requirements as informed by business needs. Employees must reside in Las Vegas or Reno, Nevada.

Requirements

•    Bachelor’s degree or combination of experience and education required.
•    Minimum two (2) years of casino experience recommended.
•    Technical aptitude
•    Professional presentation skills
•    Strong customer service skills required.
•    Ability to obtain required licensing documents and approvals for domestic and international travel.
•    Experience with analyzing data from reports.
•    High-level communication skills (listening, constructive feedback, conflict resolution, writing, presentation)
•    Ability to travel, on average up to 25%.
•    Must be at least 21 years of age.

Preferred Qualifications
•    IGT systems experience
•    Knowledge of the gaming industry, gaming regulations, and casino operations
•    Understanding of Information Technology Infrastructure
•    Windows and Linux Servers
•    VMware
•    Cloud
•    SQL
•    Kubernetes
•    Docker
•    Networking
•    Security
•    ITIL certifications or understanding of ITIL processes
 

*Special requirements needed: Security Investigation

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

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