Director, Customer Success

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

The primary role of a Director of Customer Success is to lead, grow and evolve a team of Customer Success Managers for North America.  CSMs are responsible for driving IGT Systems product adoption, maximizing value of Systems products and services for its customers, and ensuring a great customer experience in doing business with IGT.   Additionally, they work closely with other departments, such as Sales, Marketing, Product Management, Technology, and Services, to develop strategies to improve customer satisfaction and retention.

Responsibilities:
•    Develop and implement Customer Success protocols and policy for IGT’s customer success practice, including but not limited to, customer engagement models and business reviews, lead generation strategies, remediation programs, and measuring product adoption and success. 
•    Lead, motivate and develop team of CSMs who drive business value with customers, who are action oriented, and who proactive solve problems.
•    Monitoring service levels throughout the lifecycle of delivery projects and services engagements, ensuring IGT is delivering best-in-class customer service and meeting customer expectations.
•    Establish a communication plan and a regular business rhythm for customer communication, and internal stakeholder updates.
•    Provide thought leadership for the IGT Systems business unit for customer experience and satisfaction, relationship management, and company growth initiatives.
•    Fully understand the customers’ business including: economic factors, competitive landscape, organization, and specific operational needs.
•    Partner with Sales and provide support for all commercial aspects of the IGT Systems business.
•    Align Customer Success team and partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
•    Work collaboratively with Product Management, Services and Technology organizations to provide insights into market requirements and advocate for customer needs and expectations.
•    Develop trusted advisor relationships with IGT’s customer’s stakeholders and executive sponsors.
•    Regular and routine travel to visit with customers, attend trade shows, and conduct market research.  

Requirements

•    Bachelor’s degree in business, hospitality, or equivalent training in business or sales management. 
•    Minimum 5 years account management experience, customer success or services experience, preferably in the gaming or hospitality industry.
•    Ideally combined background of post-sale customer service and commercial experience, and with previous gaming/casino management system experience a plus.
•    Hands-on experience with proposal creation, product presentations, and leading those on behalf of IGT.
•    Excellent verbal and non-verbal communication skills, with the ability to influence and motivate both external (customers and partners) and internal stakeholders.
•    Proven ability to develop executive relationships and build rapport with C-level executives inside and outside of IGT.
•    High emotional intelligence, including curiosity, empathy, self-awareness, and integrity.

Keys to Success

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

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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, sta