Client Services Manager

Our company is growing fast, and we’re looking for a Customer Services Manager to join the team. We’re a “mobile only” technology company focused in the casino gaming industry, located in San Jose, California and Las Vegas, Nevada.

Our white-label apps are used by approximately 100 casino properties to engage with their guests, increase brand loyalty, and increase the ROI of each guest visit. Our platform helps casinos market to players more effectively using geofencing, gamification, micro-location, and more.
The Client Services Manager is responsible for the effective use of the JOINGO product within assigned client accounts. Given our business model, where our clients pay us over time, client success is absolutely vital to our long-term profitability. To ensure our clients are receiving high value from our suite of products, the ideal candidate will possess outstanding client management and business consultancy skills. This role includes responsibilities for client success activities (e.g., support, services, adoption, advocacy, retention) and outcomes (e.g., patron experience, client satisfaction, and support ticket solutions in timely manner).

Responsibilities

  • Successfully manage and create high value client engagements of the JOINGO product.
  • Create client agendas, scope documents, requirements documents, flows, and project timelines.
  • Establish a trusted/strategic advisor relationship with each client and drive continued value of our products and services.
  • Own overall relationship with assigned clients, which includes: increasing adoption, expanding use cases, ensuring retention and satisfaction, as well as establishing critical goals or other key performance indicators and aid the client in achieving said goals.
  • Identify opportunities to expand our relationship with each client, develop and nurture clients for advocacy.
  • Troubleshoot and tactfully manage client problems from complaint through resolution to ensure client satisfaction, escalating as necessary, working with Account Manager as needed.
  • Open client support tickets as needed and successfully follow up internally with JOINGO Development and Customer Experience Teams.
  • Develop meaningful analysis and reports, prepare and deliver client-specific presentations and communications.
  • Implement and communicate best practices to clients.
  • Other duties as assigned by VP of Customer Experience and Strategy.

Qualifications

  • B.A./B.S. in Business, Marketing, Communications or related field preferred.
  • Gaming Industry/Casino Operations experience is strongly preferred.
  • 5+ years of a proven success in client services and/or client-facing project management role.
  • Ability to manage multiple client accounts and projects simultaneously in a deadline-oriented environment.
  • Polished, professional image and excellent oral, written and interpersonal communication skills a must. This position interacts with clients face-to-face and via phone/Internet on a regular basis. The ideal candidate will be experienced and comfortable speaking with large groups and C-level executives.
  • Competent with and well-versed in computer and mobile technology.
  • Detail oriented and analytical.
  • A strong team player but also a self-starter.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
  • Previous experience working with disruptive technology products, mobile, digital or online marketing experience, content management experience preferred.

Apply Now

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