Customer Success Specialist
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Job Description
Customer Success Specialist supporting onboarding, gaming product adoption, and customer retention at Aristocrat. Managing customer relationships, usage data, onsite projects, and issue resolution.
Responsibilities:
- Support customer onboarding, product implementation, and user enablement activities
- Serve as the primary point of contact for assigned customers
- Conduct regular onsite and virtual customer meetings
- Respond to routine customer inquiries regarding product functionality and guidelines
- Maintain accurate customer records, meeting notes, and follow-up actions within company systems
- Support onsite customer projects in collaboration with Project Management
- Monitor customer usage data and identify opportunities to improve product adoption and customer outcomes
- Provide product expertise and mentorship to customers and internal collaborators
- Partner with internal teams to address customer needs and support customer retention efforts
- Gather customer feedback and communicate improvement opportunities to Product teams
- Ensure customer deliverables, commitments, and success plans are completed and communicated to leadership
- Advance critical customer issues and coordinate resolution efforts across internal teams
- Liaise with the Aristocrat Support Center to coordinate issue resolution
- Monitor industry trends and incorporate guidelines into customer success strategies
- Perform other duties as assigned
Requirements:
- 3+ years of experience in a customer-facing role, preferably in customer success or support
- Previous Casino/Gaming Systems Industry Experience is required
- Strong communication and interpersonal skills
- Proven ability to manage multiple tasks and priorities
- Experience with CRM systems and customer data management
- Ability to travel up to 50%, including occasional international travel
- A proactive approach to problem-solving and keen attention to detail
- Ability to work both independently and collaboratively in a fast-paced environment
- Strong analytical abilities with the capability to analyze customer usage data
- A passion for gaming and a dedication to improving customer experiences
- A Bachelor's degree in a related field or equivalent experience is preferred but not required
Benefits:
- Annual bonuses and incentives may be available depending on role and location
- Health and wellbeing benefits may be available depending on role and location
- Paid time off may be available depending on role and location
- Retirement plans may be available depending on role and location
- Insurance coverage may be available depending on role and location
- Other local or statutory benefits may be available depending on role and location
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