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 customer 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 and lead regular System Business Reviews and Business Partner Meetings
• Advocate for customer needs and manage concerns across various departments
• Monitor trends, identify risks, and recommend operational improvements to the customer success process

Requirements

• Experience in post-sales, professional services, or customer advocacy roles
• Proven experience working within the enterprise and cloud software space
• Strong analytical and problem-solving skills with high attention to detail
• Experience conducting workshops and facilitating customer engagements
• 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 the global leader in gaming, dedicated to building the path to becoming the number one supplier in the casino industry. We are committed to fostering an inclusive environment where all employees feel valued, respected, and engaged.