Technical Account Manager - Casinos

$60,000 - $90,000/Yr

Access Group

Full-time - Mid Level

Remote

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

As a Technical Account Manager for Casinos at SHR Group, you will manage day-to-day relationships with complex casino customers, serving as their main point of contact for product-related inquiries. Your role involves providing ongoing training, best practice advice, and ensuring seamless integration of SHR's solutions to maximize bookings. You will collaborate closely with customers to gather feedback, keep them informed about new features, and work with the technical support team to address any issues. This position is crucial for enhancing customer satisfaction and driving growth within the casino segment.

Responsibilities

• Be the day-to-day contact for assigned casino customers.
• Schedule and conduct regular meetings to foster communication and engagement.
• Build relationships with key customers and partner stakeholders.
• Become an expert on SHR's Casino functionality and stay updated on new features.
• Provide best practices advice and strategies to optimize customer setups.
• Collaborate with the SHR Technical support team on open cases related to casino customers.
• Understand the unique setups of all assigned casino customers.
• Create integration diagrams and document customizations for assigned customers.
• Monitor performance metrics of assigned casino customers, including health status and survey scores.
• Proactively identify opportunities to increase adoption of SHR's casino functionality.
• Gather customer feedback for the evaluation of the casino product roadmap.
• Attend onsite meetings with existing customers.
• Help create optimal system solutions for existing and potential casino customers.
• Participate in sales demos with potential casino customers, both online and in-person.
• Attend industry events.

Requirements

• Strong account management and troubleshooting skills.
• Thorough understanding of Casino related functionality with the CRS.
• Minimum 2 years of experience in hospitality with previous account management and/or technical support experience.
• Ability to develop strong customer relationships.
• Strong analytical and problem-solving skills.
• Proven organizational skills with attention to detail.
• Ability to self-manage and prioritize initiatives.
• Strong communication and presentation skills.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan