Work with CSM Leadership and other CSMs, which will include, but is not limited to, driving adoption, ensuring retention, and auditing software maintenance invoices to ensure accurate billing
Assist CSM Leadership and CSMs to build customer success plans, establishing critical goals to aid the customer in achieving their objectives
Work cross-functionally with the IGT systems team to find opportunities for new usage of IGT systems products and services
Advocate needs/issues across departments and manage customer concerns
Assist and provide expert deployment and operational standard methodologies
Act as the IGT systems liaison for inquiries, issues, or escalations, including working with support, product management, or other teams to create solution roadmaps
Maintain functional and technical knowledge of IGT systems platforms and future products

Established track record in related function with direct customer advocacy and engagement experience in post-sales or professional services
Confirmed ability to drive continuous product value
Experience developing product use cases with customers
Ability to be a strong teammate while still being a self-starter
Exceptional verbal, written, social, presentation, and interpersonal skills
Thrives in a multitasking environment and can adjust priorities on the fly
Good technical and problem-solving skills and the ability to resolve problems quickly
Experience conducting workshops for customers and discussing the pros/cons of implementing various technologies
Experience in the enterprise and cloud software space
Willingness to travel up to 50% (estimated average 25%), based on business needs

Customer Success Operations Manager

Key skills