Our client is looking for an experienced Technical Account Manager who will be a key link between iGaming operators and internal teams (IT and Commercial). The desired candidate will be a technically driven person with experience from B2B account management.
Manage (and be 100% accountable for) all technical and day-to-day operational aspects of portfolio of international customers, building a rapport with them and gaining their trust through operational excellence.
Run a proactive weekly meeting to discuss all outstanding tickets and clear them.
Work hand-in-hand with the commercial team in order to prioritise and qualify all inbound “non-urgent” queries, liaising with IT and also the commercial team as appropriate, and knowing by instinct which issues are simply “bug fixes” and which ones require commercial input.
The TAM should have sufficient personal gravitas to flag issues to IT or the commercial team directly in order to avoid bottlenecks or delays.
Work with the onboarding team towards the end of the new client onboarding process, and be involved or lead training sessions with the client’s operational teams.
Maintain close contact with all clients, being available at all times to respond to escalated queries during business Hours (and on occasion where necessary outside of normal business hours).
Be involved in the quarterly business reviews with each customer, led by the commercial team (also involves BI, sportsbook and casino managers)
Where possible, regularly audit client sites, identify issues pro-actively, resolve them and then inform clients to provide excellence in pro-active technical account management.
Ensure that the service given to clients is of the highest level, both in terms of written and oral communication, but also in terms of our understanding of client’s business.
Experience of preparing technical reports and briefing B2B customers.
Experience within account management within iGaming or Payments industry.
Experience in Internet Protocols.
good knowledge of DNS
The ability to quickly learn new things and adapt.
Good interpersonal skills and a great team attitude.
Excellent written and oral communication skills.