Customer Engagement Advisor

Role Overview

• 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