Technical Account Manager IV

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.

Qualifications

The following describes core position responsibilities.  Other duties may be assigned.

Build and maintain strong client relationships
Serve as a primary point of contact for customers.
Understand customer organizational structure and cultivate key relationships, including contacts in IT, Slot Operations, Table Operations, Marketing, Audit, and C-Level.
Develop a superior understanding of the customer experience and player experience for each assigned customer.
Relay customer feedback back to IGT stakeholders.

Provide direct technical support
Assist customers with product-related inquiries and creation of IGT Support tickets.
Provide product documentation as appropriate.
Schedule and facilitate meetings between customer stakeholders and relevant IGT resources.
Work with technical teams to produce accurate and complete Root Cause Analysis documents.

Collaborate with internal teams
Work cooperatively with Customer Success Managers to interface with the customer.
Participate in System Delivery project, both remote and onsite, and assist with issue management and escalation.
Communicate effectively with Delivery, Support, and Sales teams to ensure internal alignment and proper attentiveness to customer needs.
Provide technical oversight on Major Incidents and manage internal and external expectations.
Evangelize customer-requested feature enhancements within the Product Management organization.

Drive adoption and customer satisfaction
Educate customers on system best practices to maximize product value and improve the customer experience.
Provide training on the IGT Web Portal and explain ticket process flow to set proper customer expectations.
Conduct regular status meetings with customers to review outstanding items.
Facilitate IGT Technical Training and Support Services engagement to drive product adoption.

Monitor account performance
Track and report key metrics, including but not limited to: Service Level Agreement adherence, Ticket Time 

Resolve TTR and Customer Satisfaction
Identify account health challenges and make recommendations for improvement.
Attend customer Business Review and Partnership meetings.

Identify and mitigate risks
Proactively identify potential issues and make recommendations for successful product deployments and minimization of disruptions.
Closely track product challenges to ensure continuation of maintenance and customer retention.
 
Protect and grow revenue
Conduct periodic system account maintenance to ensure that installed products have the correct versions identified and are properly invoiced with respect to maintenance.
Actively participate in discussions regarding customer project roadmaps.
Identify new revenue opportunities encompassing additional products and services. 

Requirements
Bachelors Degree in a related tech field with 4 to 8 years of experience in the Casino industry or equivalent.
Ability to travel up to 25 percent including international and work outside of standard day shift hours if needed.

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, state, or other laws. We thank all applicants for