Customer Success Representative

This position will be responsible for delivering highly technical Services while building positive customer advocacy and value of the Oasis 360 suite of products. You will be part of the team responsible for providing onsite/remote installations, upgrades and conversions, learning services, consultative approaches and support. You will play a key role in both performing and implementing Services to drive product utilization, reinvestment and improve overall customer loyalty and satisfaction. Individual is highly motivated, constantly collaborating with Sales, Sales Enablement, Product Management and the Gaming Systems Teams to advance our Product portfolio position in our customer base. 

What You'll Do: 

• Assist with customer onboarding, product implementation, and training. 

• Primary point of contact for customers, providing regularly scheduled visits (onsite and virtual), responding to inquiries, addressing issues, and providing guidance on product features and capabilities, as well as other needs that may be identified while promoting Aristocrat through all customer touchpoints. 

• Supervise and analyze customer usage data to see opportunities for improving product adoption and customer success 

• Provide product training and support to customers to ensure they are improving the value of our products 

• Collaborate with the sales team to run customer relationships and expectations as well as  find opportunities  to drive customer expansion and retention 

• Handle customer accounts and ensure accurate and up-to-date customer information in our system 

• Gather customer feedback and communicate it to the product development team to inform product roadmaps and prioritize feature enhancements 

• Monitor industry trends and standard processes to inform customer success strategies and tactics 

• Work with the Aristocrat Support Center on solutions as the subject matter authority 

• Must be able to travel up to 70%, with little or no notice, acquire a Passport, and travel to other countries for extended periods. 

• Must have high productivity remotely with minimal supervision. 

• All other duties as assigned. 

What We're Looking For 

• 2+ years customer success experience in the gaming/gaming systems industry with a strong ability to guide onboarding, training, and long-term client relationships 

• Excellent communication and interpersonal skills, capable of managing both virtual and in-person interactions 

• Strong technical proficiency, including the ability to understand and explain complex software systems (e.g., Oasis 360 suite) 

• Analytical skills to monitor customer usage data and identify trends, opportunities, or areas of concern 

• Problem-solving mentality with the ability to work independently and resolve issues under minimal supervision 

• Collaboration skills to work cross-functionally with Sales, Product Management, and Support teams 

• Experience with CRM systems for managing accounts and maintaining accurate customer data 

• Ability to interpret customer feedback and translate it into actionable insights for product development 

• Industry awareness, with knowledge of gaming systems or a willingness to learn quickly