Build and maintain frameworks, dashboards, and documentation that support proactive customer engagement activities.
Support the structured engagement program for the leading 40 clients, maintaining consistent communication, reporting, and customer health reviews (approximately 20 customers per person).
Partner with Sales to identify target accounts and design strategic engagement plans that drive product adoption and usage growth.
Establish and maintain a monthly engagement rhythm with assigned venues, ensuring key actions and outcomes are documented and followed up.
Conduct new venue install follow-ups post-project handover to ensure smooth transition, confirm successful implementation, and capture feedback.
Work with internal groups to hold quarterly check-ins with new PRIME Player and PRIME Alerts customers.
Confirm they receive support post-implementation and are satisfied with the products.
Provide structured customer insights to Product and Commercial teams.
Review support cases, enhancement requests, and customer feedback to identify trends, risks, and improvement opportunities.
Proactively identify potential customer risks early and coordinate internal collaborators to reduce reactive issues.
Develop and maintain accurate customer engagement records within Salesforce and related tools.
Support the rollout and adoption of new Aristocrat products and features through guided engagement and education.
Collaborate across departments to share insights, resolve issues, and improve the overall customer journey.
Onboard your customers and act as their trusted advisor.
Assist with finding opportunities to increase product usage and strengthen customer relationships.
Requirements
Minimum 2 years’ experience in customer engagement, customer success, or account management (hospitality, gaming, or technology industry preferred).
Strong relationship management, communication, and interpersonal skills.
Excellent organisational skills and ability to manage multiple priorities and collaborators.
Analytical and meticulous, with experience interpreting data to identify patterns and insights.
Proficiency in CRM and reporting tools (Salesforce experience preferred).
Demonstrated problem-solving ability and a proactive, customer-first approach.
Benefits
Travel Expectations Up to 25%
Employment Equality Statement
Equal employment opportunities for all employees and applicants