CXS Training Manager

We are searching for an outstanding Customer Success Functional Manager to join our growing Customer Success team. You will be responsible for leading the functional training 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. 

Demonstrating 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. 

What You'll Do 

• 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 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 training team is allocated accordingly to support (incl weekend coverage) 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 collaborators to inform current and future business decision-making. 

What We're Looking For 

• Epic customer service skills 

• 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 proficiency coupled with and 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 

• Capability to lead a diverse team in a fast pace and dynamic environment