Manager, CXS Regional Support

In this role, you will be managing a team of Customer Success Representatives who will be working directly with our customers. You will be the main point of escalation; you will have the opportunity to train and develop your team as well as build the team when the chances arise. We are looking for someone who wants to inspire the team to be the best they can be. If you feel you are the right leader, then we want you.

What You'll Do

• Escalation point for internal and external customers

• Hiring and developing team members

• Monitor customer success strategies to ensure customer satisfaction and retention.

• Monitor customer feedback and develop solutions to address

• Manage and maintain customer relationships, ensuring customer loyalty and satisfaction

• Analyze customer data to identify trends and develop strategies to increase customer retention

• Create and implement customer success programs, such as onboarding, support, and training

• Develop customer success metrics and KPI’s to measure customer satisfaction and loyalty

• Collaborate with other departments to ensure customer success

• Monitor customer success team performance and provide feedback and coaching

• Stay up to date with industry trends and best practices

• Develop customer success initiatives and programs to ensure customer satisfaction

• Set customer success team goals and objectives

• Oversee customer success team operations and ensure they are in line with company objectives

• Update or create and implement customer success processes and procedures

• Identify customer success trends and opportunities for improvement

• Develop and maintain relationships with key customer stakeholders

• Must be able to travel up to 70%. Must be able to travel with little or no notice, obtain a Passport, and travel to other countries for an extended periods. Must have high productivity remotely with minimal supervision.

• All other duties as assigned.

What We're Looking For

• Requires a minimum of 2 years of People Leadership experience. 

• Requires Bachelor's Degree in Computer Information Systems, Business Administration, or a Technical Certification path or equivalent work experience. 3+ years of Casino, or Business experience or its equivalent.

• Oasis Master Certification is required within 6 months of employment and incremental progress toward becoming fluent in the product suite is shown by regularly scheduled knowledge transfers, project participation, and other large group forums 

• Experience with training, installing, supporting,g and troubleshooting software products required

• Proven fluency as an SME in  one of the Oasis disciplines shown by regularly scheduled knowledge transfers, project participation, and other large group forums

• Fluent with the Oasis Loyalty platform 

• Expert in understanding, identifying, and providing a path forward related to product gaps, professional services engagement, enhancement request process

• Engage as a Mentor to other members of the team

• Ability to successfully Engage and Manage systems corporate and Strategic Accounts

• Demonstrated interest in personal development through a defined Individual Development Plan(IDP)

• Ability to provide excellent methods of problem-solving techniques and a solution-oriented mindset with both colleagues and customers. Must be team, goal, and results-oriented with a high attention to organizational and project detail.

• Excellent written, verbal, and presentation skills, as well as customer service skills. Excellent interpersonal skills, and ability to communicate under pressure. Must be able to read, write, speak, and understand English. Must be comfortable working with all levels of the business and delivering presentations to the Executive team.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Pay Range

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.