Customer Success Technical Manager

We are searching for an outstanding Customer Success Technical Manager to join our growing Customer Success team. You will be responsible for leading the technical team, driving customer satisfaction, team performance and business growth. In addition to leading the team, you will partner directly with venues, providing expert guidance and operational support to help them achieve their goals.

Leveraging your industry expertise, you will collaborate with venues to identify opportunities for growth, optimize their operations and implement tailored solutions.

This is a fast-paced and dynamic role that combines leadership, innovation and operational excellence, with an emphasis on customer relations and team management.

• Manage team members and provide ongoing support, including regular one-on-ones, along with performance feedback to promote individual growth and development
• Forster a collaborative, positive team environment that encourages knowledge sharing and collaboration
• Host regular engaging team meetings that provide clarity and direction on current goals and promote inclusive and healthy discussion across all team members on areas of improvement and new ways of working.
• Conduct regular venue check-ins and provide updates on service delivery and performance
• Provide on-site and remote training and support
• Manage and ensure any issues raised by customers (through our CRM) are followed up and the customer is kept informed of resolution timeframes, also ensuring the CRM is kept up to date
• Manage a consistent process improvement and evaluation across all aspects of the operational team (Beta, OAT, Upgrades, Confluence, Documentation, Checklists, Support, Projects and JIRA)
• Manage and ensure the technical team is allocated accordingly to support (incl On Call) and projects
• Develop structured training courses and supporting documentation (when required)
• Provide input into the development of new products (when required)
• Provide relevant and accurate business data and information sought by the senior managers and other key stakeholders to inform current and future business decision-making

What We're Looking For

• 10 years of customer service skills
• Demonstrated strategic leadership experience managing technical teams
• A love for helping people and an appetite to learn
• Advanced knowledge of Microsoft Word, Excel, and PowerPoint
• Knowledge of Casino and/or club operations is a must
• Exceptional presentation, organizational, oral, and written communication skills, including the ability to write training and procedural documentation
• Demonstrated ability to work collaboratively and across all areas of the organization
• Instructional aptitude coupled with a mixture of strong technical and interpersonal client-facing skills
• Proven application/technical training experience ideally within the gaming environment and in particular, cash-flow analysis and reconciliation procedures
• Ability to travel to customer sites to deliver training
• The capability to lead a diverse team in a fast-paced and dynamic environment

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.