Customer Success Manager, Play Alberta
NeoPollard Interactive
Date: 11 hours ago
City: Edmonton, Alberta
Contract type: Full time
We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.
We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.
We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.
We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services.
We are NPi. Join us.
What You Will Do
We are looking for a Customer Success Manager to serve as the primary relationship owner for your assigned customer with accountability for customer retention, revenue growth, and successful customer outcomes. The Customer Success Manager ensures customers receive maximum value from our services. They devise, present, and execute a customer growth strategy as part of the annual plan.
This position prepares and delivers effective customer presentations, including stakeholders at all levels of the organization. Delivers status and results presentations to internal and external teams. Identifies new opportunities from within existing accounts, partnering with internal stakeholders to aid in increasing revenue. Ensures a deep enough understanding of customers' business to address potential issues before they become problems.
This position is a hybrid role in Edmonton, Alberta, Canada.
Key Responsibilities Include:
We hire the best.
We prioritize innovation.
We support and empower our team.
Join us as we continue to shape the future of the Canadian gaming industry by delivering players’ favorite games across all channels and driving outstanding returns for good causes.
Our team member benefits include…
Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery and iGaming market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and iGaming in Alberta Canada. NPi is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top-performing game content as part of its innovative and comprehensive approach to partnering for success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at www.neopollard.com.
Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state o
We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.
We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.
We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services.
We are NPi. Join us.
What You Will Do
We are looking for a Customer Success Manager to serve as the primary relationship owner for your assigned customer with accountability for customer retention, revenue growth, and successful customer outcomes. The Customer Success Manager ensures customers receive maximum value from our services. They devise, present, and execute a customer growth strategy as part of the annual plan.
This position prepares and delivers effective customer presentations, including stakeholders at all levels of the organization. Delivers status and results presentations to internal and external teams. Identifies new opportunities from within existing accounts, partnering with internal stakeholders to aid in increasing revenue. Ensures a deep enough understanding of customers' business to address potential issues before they become problems.
This position is a hybrid role in Edmonton, Alberta, Canada.
Key Responsibilities Include:
- Lead account relationships; develop positive working practices with all customer touchpoints.
- Accountable for customer retention, renewals, upsells, and customer satisfaction.
- Lead internal teams to determine causes for customer success or failure and provide input to product or process enhancement and development as needed.
- Lead internal cross-functional teams to promote and exceed customer and company goals alongside key performance metrics. Use technical tools and quantitative data to manage customer features and content, to achieve high customer satisfaction and contract renewal.
- Accountable for ensuring stakeholder issues and escalations are resolved by involving relevant SMEs and ensuring proper communication by supplying carefully executed follow-up to closure on open issues.
- Lead the conversation on new processes and workflows to improve customer engagement and efficiencies.
- Accountable for maintaining superior customer service levels, operational excellence, and providing strategic customer insight.
- Accountable for any customer contract changes including any amendments and renewal activity.
- Other duties as assigned
- 7+ years experience in Customer Success and/or Account Management in multi-million-dollar, long-term strategic contracts.
- Lottery, iLottery and/or iGaming experience required.
- Bachelor's Degree in appropriate field of study or equivalent work experience.
- Dynamic personality able to effectively engage and influence a variety of audiences at all levels of the business.
- Confident and sophisticated communicator with excellent communication (written and oral) skills with the ability to work collaboratively at all levels of internal and external organizations.
- A focus on relationships, able to gain trust through communication, expectation setting, and completion of planned deliverables.
- Business acumen, sound decision-making, analytical and organizational skills in a fast-paced environment; a consultative approach to managing complex customer relationships.
- Project and program management experience; knowledge of key concepts including phases, resourcing, plans, deliverables, scope, and tasks.
- Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple projects as well as internal obligations.
- Passion for business - always thinking of ways to improve/grow assigned customer.
- Working knowledge and experience with managing large customer contracts and leading contract negotiations.
- Demonstrated ability to work independently and remain motivated.
- Working knowledge of computers and Microsoft office suite of services.
- Dynamic and energetic personality able to effectively engage and influence a variety of audiences at all levels of the business.
- Up to 25% travel
We hire the best.
We prioritize innovation.
We support and empower our team.
Join us as we continue to shape the future of the Canadian gaming industry by delivering players’ favorite games across all channels and driving outstanding returns for good causes.
Our team member benefits include…
- Compensation package commensurate with the role and experience.
- Comprehensive Flexible Benefits Program
- Life Insurance & AD&D Insurance
- Retirement Savings Program
- Paid Vacation and Personal Time
- Employee & Family Assistance Program
- Company-Provided Laptop and Cellphone
- Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)
- Quarterly Company Performance Bonus Program for All Employees Who Have Completed Six Months of Continuous Service
- Paid Parental Leave Program
Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery and iGaming market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and iGaming in Alberta Canada. NPi is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top-performing game content as part of its innovative and comprehensive approach to partnering for success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at www.neopollard.com.
Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state o
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