Technical Account Manager

Overview:

To take ownership and be responsible for the technical satisfaction of a portfolio of customers with a range of tier 1-5 customers.

Responsibilities:

• Develop and maintain strong relationships with customers, understanding their business needs, challenges, and goals.
• Act as the primary point of contact for customer inquiries, ensuring prompt and effective responses and foster 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.

• 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.

• Possess the relevant knowledge of the GGL 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.

• 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.

• 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 the GGL 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.

Qualifications:

• Experience in MS Office applications, particularly with in Excel.
• Strong communication skills – Written & Verbal.
• 1-2 years’ experience in the igaming industry.
• Strong technical understanding of online Casino products.
• Account Management experience.