Customer Success Specialist

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The position as Customer Success Specialist will travel to retail locations to support the training initiative of our product line.  This person will serve as the liaison between the Retail Solutions department and the internal customer base. This role will train store personnel and lottery reps before and/or after SCiQ store installation, conduct and review site surveys, manage and update documentation, handle basic technical issues and conduct system staging to ensure a smooth installation process.  This position will engage in the retail experience to provide a full life cycle implementation.

The individual in this role will be required to assist the department with a variety of activities across the areas of research, analytics, and operations. 

Principal Functions & Responsibilities:

• Work in a retail store environment, such as gas stations, c-stores, grocery stores, liquor stores, drug stores, mass merchandise, and dollar stores

• Responsible for organizing and training store managers, lottery staff and clerks on lottery equipment

• Act as a liaison between Retail Solutions and internal customers

• Assist with SCiQ project rollout preparation (i.e., conduct store pre-sites, pre-site documentation, system staging)

• Submit online surveys with photos and details gathered from store visits

• Conduct and review pre-implementation documentation to ensure accuracy during installs

• Conduct full-scope innovation/systems demonstrations

• Conduct Train-the-Trainer and product information presentations with internal and external customers

• Monitor and evaluate training program’s effectiveness and provide recommendations for modifications

• Maintain consistent working knowledge of all SG systems functionalities and enhancements while also being responsible for presenting any potential system opportunities with recommended solutions 

• Serve as high-tier support to field questions and investigate concerns raised by lottery and retail partners

• Work with internal teams to ensure the product technology functions as designed

• Other functions and responsibilities as assigned

Qualifications

Skills, Training, Experience Required:

• 1-3 years of experience in retail and/or sales 

• 1-3 years of lottery experience

• Demonstrated ability to multi-task while ensuring accuracy and considering the end-user

• Ability to translate information and present that information to others

• Knowledge of Microsoft Word, Excel, Outlook and web browsers

• A can-do attitude combined with strong curiosity and a passion for learning

• Good communication skills.

• Strong organizational skills.

Additional Requirements:

• Must have a valid driver’s license in good standing.

• Ability to travel whether by air, vehicle, or other forms of transportation.

• Must be able to sit, stand, sit more than 80% of the time.

• Ability to travel to customer locations 80% of the time

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG e