Customer Success Operations Manager - Remote Position

Responsibilities

• Work with CSM Leadership and other CSMs to drive adoption, ensure retention, and audit software maintenance invoices to ensure accurate billing.
• Assist CSM Leadership and CSMs to build customer success plans, establishing critical goals to aid the customer in achieving their objectives.
• Advocate needs/issues across departments and manage customer concerns.
• Assist and provide expert deployment and operational standard methodologies.
• Assist in workshops to help demonstrate to customers the total value of IGT systems solutions and lead regular System Business Reviews and Business Partner Meetings.
• Monitor trends, identify risks and recommend operational improvements.
• Support the professional services team with scoping and selling follow-on and new service opportunities.
• Support the education services team in identifying and recommending staff training opportunities.
• Identify the critical success criteria for IGT systems deployment and drive customer happiness in cooperation with the account team.
• Act as the IGT systems liaison for inquiries, issues, or escalations, including working with support, product management, or other teams to create solution roadmaps.
• Maintain functional and technical knowledge of IGT systems platforms and future products.
• Help CSM Leadership and CSMs conduct annual maintenance audits.
• Help develop and maintain monthly partnership and S  decks.
• Help maintain customer Key Account Plans.

• Established track record in a related function with direct customer advocacy and engagement experience in post‑sales or professional services in Fortune 1000, mid‑tier, start‑up companies, or public‑sector organizations.
• Rich history of growing customer happiness, adoption, and retention.
• Experience developing product use cases with customers.
• Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business value.
• Experience in the enterprise and cloud software space.
• Experience navigating and steering customer engagements to completion with high customer satisfaction.
• Willingness to travel up to 50% (estimated average 25%), based on business needs.
• Ability to build collaborative relationships, make decisions, drive results, foster innovation, demonstrate personal energy, and self‑leadership.

IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.

IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.