Account Manager - Player Support

Department: Player Support

line manager:

Regional Player Support Manager & Site Manager

objective:

Develop Processes and People towards maximizing client satisfaction towards peak efficiency

Our preferered candidate would be a a gamer and have experience working the games industry.

Duties:

• Efficiently manage a team of up to 4 Team Leaders (Potentially Higher)
• Ensure employee performance evaluation within the coordinated team;
• Efficiently manage resourcing to ensure SLAs are met
• Directly handle Client issues which the Team Leads cannot provide an answer for.
• Set KPIs and development plans for Team Leads;
• Coach and train TL’s to ensure a first class customer experience;
• Oversee the delivery of customer support for a specific client whose service will be delivered through email channels;
• Responsible to carry out any other activities that lead to a better management of requests, to meet the tasks, to become part of the team, thus ensuring the smooth running of business.
• The employee is made aware of the working procedures upon employment and must comply with the existing ones and those which may arise during collaboration.
• Ensure all operations are carried on in an appropriate, cost-effective way
• Improve operational management systems, processes and best practices
• Help the organization’s processes remain legally compliant
• Formulate local strategic and operational objectives
• Examine financial data and use them to improve profitability
• Perform quality controls and monitor production KPIs
• Find ways to increase quality of customer service
• Perform any other job-related duties and as directed by the line manager;
• Ensure billing is accurate for all supported clients
• Develop creative solutions for complex client requests

• Technical Skills: Knowledge of organizational effectiveness and operations management
• Experience budgeting and forecasting
• Familiarity with business and financial principles
• Excellent communication skills
• Outstanding organisational skills
• Communication Skills: Knowledge of foreign languages is an advantage (French, English, German, Spanish, Dutch, Russian and Japanese); Verbal and oral communication (active listening, consistency and clarity of expression, neat vocabulary, appropriate body language);
• Positive attitude, ability to work in team;
• Team management: Prioritize activities and carry them out effectively;
• Personal Management: Eager for development; results oriented; attention to details
• Correctly define the specific problems of his/her activity and can provide effective solutions.
• Constantly concerned about personal development and the development of the team.

Benefits

Competitive Salary

Medical, Dental, Vision, 401k with matching

Who we are

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.

For more information, visit www.ptw.com.