Customer Success Technical Manager

1 Month ago • 10 Years + • Operations

Job Summary

Job Description

The Customer Success Technical Manager leads a technical team, driving customer satisfaction, team performance, and business growth. This role involves direct partnership with venues, providing expert guidance and operational support to achieve their goals. Responsibilities include team management (one-on-ones, performance feedback), fostering a collaborative team environment, conducting venue check-ins, providing training and support, managing customer issues via CRM, implementing process improvements, managing team allocation for support and projects, developing training courses, providing business data to stakeholders, and contributing to new product development. The ideal candidate possesses strong leadership, technical, and interpersonal skills within the gaming environment, particularly with cash-flow analysis and reconciliation.
Must have:
  • 10+ years customer service
  • Strategic leadership of technical teams
  • Casino/club operations knowledge
  • Exceptional communication skills
  • Collaborative work style
  • Technical training experience
  • Cash-flow analysis expertise

Job Details

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

Leveraging 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.

Job Requirements

  • 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 the 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 technical team is allocated accordingly to support (incl On Call) 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 stakeholders to inform current and future business decision-making

What We're Looking For

  • 10 years of customer service skills
  • Demonstrated strategic leadership experience managing technical teams
  • 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 aptitude coupled with a 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
  • The capability to lead a diverse team in a fast-paced and dynamic environment

Company Summary

Aristocrat Interactive  

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). 

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

  • All about the Player

  • Talent Unleashed

  • Collective Brilliance

  • Good Business Good Citizen

Travel Expectations

None

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

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About The Company

Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.


Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day.  


Come and join us – let’s play!


𝘗𝘭𝘦𝘢𝘴𝘦 𝘣𝘦 𝘢𝘭𝘦𝘳𝘵 𝘵𝘰 𝘴𝘤𝘢𝘮𝘴 𝘰𝘧𝘧𝘦𝘳𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴. 𝘈𝘯𝘺 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘵𝘰 𝘤𝘢𝘯𝘥𝘪𝘥𝘢𝘵𝘦𝘴 𝘳𝘦𝘨𝘢𝘳𝘥𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 𝘢𝘵 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘰𝘳 𝘪𝘵𝘴 𝘴𝘶𝘣𝘴𝘪𝘥𝘪𝘢𝘳𝘪𝘦𝘴 𝘸𝘪𝘭𝘭 𝘤𝘰𝘮𝘦 𝘧𝘳𝘰𝘮 𝘢𝘯 @𝘢𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵.𝘤𝘰𝘮, @𝘣𝘪𝘨𝘧𝘪𝘴𝘩𝘨𝘢𝘮𝘦𝘴.𝘤𝘰𝘮, @𝘱𝘪𝘹𝘦𝘭𝘶𝘯𝘪𝘵𝘦𝘥.𝘤𝘰𝘮, 𝘰𝘳 @𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘮𝘢𝘥𝘯𝘦𝘴𝘴.𝘤𝘰𝘮 𝘦𝘮𝘢𝘪𝘭 𝘢𝘥𝘥𝘳𝘦𝘴𝘴. 𝘍𝘳𝘰𝘮 𝘵𝘪𝘮𝘦 𝘵𝘰 𝘵𝘪𝘮𝘦, 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘮𝘢𝘺 𝘶𝘴𝘦 𝘢𝘯 𝘦𝘹𝘵𝘦𝘳𝘯𝘢𝘭 𝘢𝘨𝘦𝘯𝘤𝘺 𝘧𝘰𝘳 𝘳𝘦𝘤𝘳𝘶𝘪𝘵𝘮𝘦𝘯𝘵 𝘱𝘶𝘳𝘱𝘰𝘴𝘦𝘴, 𝘩𝘰𝘸𝘦𝘷𝘦𝘳 𝘵𝘩𝘦𝘺 𝘸𝘪𝘭𝘭 𝘯𝘦𝘷𝘦𝘳 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘱𝘢𝘺𝘮𝘦𝘯𝘵𝘴 𝘰𝘧 𝘢𝘯𝘺 𝘴𝘰𝘳𝘵.

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