Job Description
**Job Title: Customer Success Manager - Casino Gaming**
**Location:** Las Vegas Metropolitan Area
**Job Type:** Full-Time
**Job Purpose:**
We are seeking a dedicated Customer Success Manager to join our dynamic Customer Success team. In this role, you will manage client accounts within the casino gaming industry, acting as a trusted advisor and driving customer satisfaction, success, and expansion. Reporting to the Director of Customer Success, you will oversee account management for a selected group of hotels and casinos, focusing on business reviews, best practices, onboarding guidance, product adoption, and expansion.
**Responsibilities:**
**Essential Functions:**
- Develop and maintain a deep understanding of our pricing and revenue optimization solutions, as well as additional products.
- Serve as the voice of the customer in remote and onsite meetings, advocating for their needs and feedback.
- Manage post-sales activities for assigned accounts, including onboarding oversight, personalized training, ongoing support, strategy development, and issue escalation.
- Analyze data to identify market trends and engage with customers to understand their unique needs.
- Collaborate with sales and marketing teams, providing tools, training, and market expertise to effectively position and sell products.
- Conduct analyses to determine how our products can address client issues and resolve business challenges.
- Foster a positive and productive environment within the department and across teams.
- Maintain up-to-date customer success information and data in Salesforce or other CS platforms.
- Generate insightful customer reports using Power BI.
**Non-Essential Functions:**
- Provide valuable input and feedback to the Product group, offering a business user's perspective on solution features and functionality.
- Maintain a working knowledge of Property Management Systems and their integration with our products.
- Deliver compelling presentations that promote company products and solutions, influencing client actions.
- Demonstrate strong skills when working with executive-level personnel, acting flexibly and responsibly to meet customer requirements.
- Review and communicate performance using Business Intelligence Reporting options.
- Use Salesforce to communicate and track customer interactions effectively.
**Expected Competencies:**
- Excellent communication skills
- Strong revenue management knowledge
- Professional orientation and approach
- Effective problem-solving abilities
- Technical expertise in relevant fields
- Training and development skills
- Strong partnering and project management capabilities
- Client-centered approach with a focus on results
**Requirements:**
- Based in Las Vegas, Nevada metropolitan area.
- 5+ years of experience in Hospitality Revenue Management within Casinos.
- Experience with Central Reservation Systems and IBE is a plus.
- Strong team player with flexibility and a positive attitude.
- Developed business and technical knowledge of pricing and revenue optimization solutions.
- Strong relationship-building, product knowledge, planning, and execution skills.
- Analytical approach to identifying and resolving complex problems.
- Proven verbal and written communication skills.
- Ability to work independently with customers.
- Strong desire to work directly with clients to solve business issues.
- Proven experience in a customer-facing role, preferably in customer success or account management.
- Strong understanding of revenue management principles and practices.
- Basic knowledge of Microsoft Office tools: Word, Excel, PowerPoint, Outlook
**Position Type/Expected Hours of Work:**
This is a full-time position. Standard hours of work are Monday through Friday, 9 a.m. to 5:30 p.m., subject to changes based on manager's communication.
**Travel:**
This position requires up to 30% travel.
**Equal Employment Opportunity Statement:**
We are an equal opportunity employer and comply with all relevant federal, state, and local laws. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected characteristic. We are committed to providing a harassment-free workplace and prohibit any form of workplace harassment based on the aforementioned characteristics.
**Other Duties:**
Please note that this job description is not exhaustive and may be subject to change at any time with or without notice. Additional duties, responsibilities, and activities may be assigned as needed.
Join our team and make a significant impact on our customers' success!
Employment Type: Full-Time
Salary: $ 70,000.00 130,000.00 Per Year
Job Tags
Full time, Local area, Monday to Friday,