Customer Success Operations Manager

Responsibilities

• Support the CSM team in creating and maintaining critical account plans, documents, and maintenance audits
• Act as a liaison between the CSM team and internal entities such as product management, engineering, and professional services
• Drive product adoption, ensure retention, and audit software maintenance invoices for accurate billing
• Identify and develop upsell and cross-sell opportunities to maximize customer investment
• Facilitate workshops to demonstrate the total value of IGT systems solutions and lead regular Business Reviews
• Monitor industry trends, identify risks, and recommend operational improvements
• Advocate for customer needs and manage concerns across various departments

Requirements

• Proven experience in customer advocacy and engagement within post-sales or professional services
• Experience working within the enterprise and cloud software space
• Strong analytical and problem-solving skills with high attention to detail
• Demonstrated ability to facilitate workshops and discuss technical business value with customers
• Exceptional verbal, written, and presentation skills
• Ability to thrive in a multitasking environment and adjust priorities quickly
• Willingness to travel up to 50% (estimated average 25%) based on business needs

About the Company

IGT is a global leader in gaming, delivering thrilling and responsible entertainment experiences through world-class content and technical capabilities. With over 6,000 employees across 30+ countries, we operate at scale to turn innovation into impact for customers worldwide.