Technical Success Manager

Overview
Operator Services focuses on driving our customers' technical success by delivering seamless integrations, powerful tools, and a platform designed with the operator front of mind.

We work closely with teams across Games Global to ensure our platform is stable, scalable, and effortless to work with, enabling efficient and simple integrations, faster time to market, and an exceptional customer experience.

A Technical Success Manager bridges the gap between a company's technical team and its customers, ensuring that clients achieve their desired outcomes using the company's technology. They combine technical expertise with customer relationship management and
project/program management
skills.

Evangelize all products and features, ensuring all technical opportunities are explored and implemented with our customers.

Take ownership and be responsible for the technical satisfaction of a portfolio of customers ranging from tier 1-5 customers, supporting the customers from onboarding, integration and post go-live.

Responsibilities
Technical Proficiency

• Possess the relevant knowledge of the products, services, and technologies that are available.
• Provide technical guidance and support to customers, ensuring they leverage the full capabilities of the products/services they have.
• Establish and articulate the customers product requirements to the business.
• Facilitate the implementation of products or services by aligning all the technical teams with the customer needs and ensure smooth delivery.

Customer Relationship Management

• Develop and maintain strong relationships with customers, understanding their business needs, challenges, and goals.
• Ensuring prompt and effective responses while fostering collaboration between the business and customers.
• Proactively engage with customers to understand their technical needs and provide feedback to the business to align our products and services accordingly.

Service Delivery and Continues Improvement

• Proactively engage with customers to identify opportunities to uptake additional products/services that align with their business objectives.
• Recommend enhancements and/or modifications to existing solutions to meet evolving customer needs and requirements.
• Relay customer feedback to internal teams for continuous improvement of products and services.
• Identify efficiencies to our process and collaborate with the various teams to document, recommend, and implement improvements.
• Coordinate with internal teams to address technical issues, manage timelines, and ensure successful project delivery.

Communication and Stakeholder Management

• Facilitate effective communication with internal and external key stakeholders, adeptly managing day-to-day issues, escalations, and expectations.
• Provide regular updates to customers on product enhancements, new features, and technical requirements that may need to be implemented.
• Maintain alignment on account activities through collaboration with the Partnership team.
• Cultivate effective communication channels, facilitating seamless interaction with internal and external key stakeholders.
• Document and circulate all operational communications with customers utilizing collaboration tools to maximize efficiency and transparency.

Problem Management and Resolution

• Working with customers and internal technical support teams, facilitating the resolution of technical issues.
• Ensure timely and effective responses to customer inquiries by troubleshooting problems where possible and/or escalating priority items to the relevant technical teams and provide resolutions within an acceptable timeframe.
• Manage expectations on resolution statuses based on the external and internal priority of issues.

Onboarding & Market Entry

• Be responsible for the successful onboarding, delivery, and support of integrations for new and existing customers.
• Coordinate operator and market onboarding from integration to go-live processes with cross-functional teams.
• Advise partners on integration, API usage, and configuration optimization.
• Identify risks early and develop mitigation or improvement plans

Qualifications
Essential Technical & Professional knowledge:

• Analytical aptitude
• Meeting Facilitation Skills
• Account Management
• Technical Aptitude
• Adaptability
• Strong communication skills - Written & Verbal
• Service Orientated

Experience:

• MS Office applications, particularly with in Excel - Essential
• 1-2 years' experience in the iGaming industry - Desirable
• Strong technical understanding of online casino products and integrations - Desirable

Equal Opportunities Statement
Games Global is committed to fostering a diverse and inclusive work environment. We are an equal opportunity employer and welcome applicants from all backgrounds, experiences, and communities. We do not discriminate based on race, colour, religion, gender, sexual orientation, age, national origin, disability, neurodiversity or any other protected status. Our dedication to promoting diversity, multiculturalism, and inclusion is clearly reflected across all our teams. Join us and be a part of an organisation that is truly committed to creating a level playing field for everyone.
Kindly be aware that in order to be employed at Games Global, you need to be 18 years of age or older, in accordance with our industry requirements.