Client Service Manager

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

The Client Service Manager is responsible for the coordination and monitoring necessary to ensure that tables projects (deployments, expansions, and upgrades) are successfully executed to the expectations of the customer. The CSM works with sales, product support, field service, PMO, scheduling, production, and customer IT and floor personnel to ensure alignment on timelines and deliverables and proper tracking of issues required to remove any barriers to successful delivery.

The Client Service Manager will maintain tracking of in progress projects and status and convene calls of appropriate business or customer organizations as needed. The CSM will produce documentation needed to record status, issues, owners, timing and resolution of key issues to keep projects on track. The CSM will debrief with customers and sales partners to gain feedback on completed projects to track success, issues, concerns or opportunities.

The key objectives for Client Service Manager role are communication of pending projects and their status, alignment on goals and progress towards them, resolution of issues in a timely manner to minimize project risk, tracking of results of completed projects to understand level of satisfaction and any opportunities to improve.

• Develops and implements policies and practices for client installations, including access management, data mapping and transfer, process documentation, testing and troubleshooting and client training.
• May directly lead the largest or most-complex client implementations.
• Responsible for high-level relationship management with clients.
• Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.
• Strategically focused and responsible for client satisfaction, maintaining client communication and the overall management of the client relationship.
• Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business.
• Typically involves extensive interaction with sales, systems engineering, product development and other members of cross-functional teams.
• Project management skills, rather than technical skills, are key, but a strong technical background is often required to manage competing interests.
• Any other duties assigned

These Attributes Are Required Unless Otherwise Specified As Preferred.

• Bachelors degree in related field
• PMP certification is a plus

• Years of experience 2 to 5 years
• Project management in the gaming industry
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multi-tasking skills

• Superior written and verbal communication skills.
• Excellent presentation skills.
• Strong interpersonal and listening skills.
• Disciplined, highly organized and detail-oriented.
• Ability to multi-task and be effective in a fast-paced environment.
• Commitment to Teamwork.
• Customer-focused and highly driven.
• Intermediate knowledge of Microsoft Suite including MS Project, Visio.
• Ability to manage issues requiring problem resolution and conflict management.
• Ability to obtain gaming licenses in various jurisdictions
• Driver’s license required

The physical demands described here are representative of those that must be met by an…