Manager, Customer Success

Summary

We're pioneers in our field and relentless in our pursuit of excellence. Aristocrat is an ideas company at heart, which means innovation is embedded into every aspect of our business. Whether we're designing sleek new cabinets, premium game content or award-winning systems, we apply fresh thinking and creativity to deliver the world's greatest gaming experience, every day. With cool new titles and publishing of our games in land-based casinos, on social applications, and on real money online casinos, we're continually pushing the bar of creativity.

In this role, you will be managing a team of Product Support Specialists who will be working directly with our customers. You will be the main point of escalation; you will have the opportunity to train and develop your team as well as build the team when the chances arise. We are looking for someone who wants to inspire the team to be the best they can be. If you feel you are the right leader, then we want you!

What You'll Do

• Escalation point for internal and external customers
• Hiring and developing team members
• Monitor customer success strategies to ensure customer satisfaction and retention.
• Monitor customer feedback and develop solution to address
• Manage and maintain customer relationships, ensuring customer loyalty and satisfaction
• Analyze customer data to identify trends and develop strategies to increase customer retention
• Create and implement customer success programs, such as onboarding, support, and training
• Develop customer success metrics and KPI's to measure customer satisfaction and loyalty
• Collaborate with other departments to ensure customer success
• Monitor customer success team performance and provide feedback and coaching
• Stay up to date with industry trends and best practices
• Develop customer success initiatives and programs to ensure customer satisfaction
• Set customer success team goals and objectives
• Oversee customer success team operations and ensure they are in line with company objectives
• Update or Create and implement customer success processes and procedures
• Identify customer success trends and opportunities for improvement
• Develop and maintain relationships with key customer stakeholders
• Must be able to travel up to 70%. Must be able to travel with little or no notice, obtain a Passport, and travel to other countries for an extend periods.
• Must have high productivity remotely with minimal supervision.
• All other duties as assigned.

What We're Looking For

• Requires minimum of 2 years People Leadership experience.
• Requires Bachelor's Degree in Computer Information Systems, Business Administration, or a Technical Certification path or equivalent work experience. 3+ years of Casino, or Business experience or its equivalent.
• Oasis Master Certification required within 6 months of employments and incremental progress toward becoming fluent in product suite shown by regularly scheduled knowledge transfers, project participation and other large group forums
• Experience with training, installing, supporting and troubleshooting software products required
• Proven fluency as SME in one of the Oasis disciplines shown by regularly scheduled knowledge transfers, project participation and other large group forums - Fluent with Oasis Loyalty platform
• Expert in understanding, identifying and providing path forward related to products gaps, professional services engagement, enhancement request process
• Engage as a Mentor to other members in the tea
• Ability to successfully Engage and Manage systems Corporate and Strategic Account

  Demonstrated interest in personal development through defined Individual Development Plan(IDP)

• Ability to provide excellent methods of problem-solving techniques and solution-oriented mindset with both colleagues and customers. Must be team, goal, and results-oriented with a high attention to organizational and project detail.
• Excellent written, verbal, and presentation skills, as well as customer services skills.
• Excellent inter-personal skills, and able to communicate under pressure.
• Must be able to read, write, speak and understand English.
• Must be comfortable working with all levels of the business and deliver presentations to Executive team.

Company Summary

About Anaxi™

Anaxi is Aristocrat Leisure Limited's (ASX:ALL) dedicated online Real Money Gaming and Customer Experience Solutions business. Founded in 2022, Anaxi creates destinations where players can enjoy the excitement of online Real Money Gaming with confidence. Powered by the world's greatest gaming content and the creativity of over 800 passionate people, Anaxi is on a mission to become the most trusted name in online RMG, globally. Anaxi: Experience Entertainment.

For more: www.anaxi.com

About Aristocrat

Aristocrat Leisure Ltd (ASX: ALL) is a top 20 Australian listed company, with 7000+ employees worldwide. Our company mission is to "bring joy to life through the power of play" across a growing range of land-based and digital entertainment channels every day. Our fast-growing business sits at the intersection of technology and creativity, with innovation embedded into every aspect of our business. Aristocrat's business encompasses Aristocrat Gaming - the World's #1 premium provider of casino games, innovative technology and customer experience solutions, along with Pixel United, a mobile games powerhouse. Pixel United boasts three world-leading game publishers in Product Madness, Plarium and Big Fish Games that collectively entertain millions of players every day. Our new Real Money Gaming (RMG) business aspires to become the third global operation within Aristocrat, and the world's go-to destination for RMG.

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 50%