Customer Success Operations Manager

Overview Customer Success Operations Manager role supporting IGT ADVANTAGE customers to achieve strategic goals and maximize investments. Works closely with Customer Success Managers and cross‑functional teams to streamline processes, identify upsell opportunities, and ensure customer happiness. Responsibilities Collaborate with CSM Leadership and CSMs to drive adoption, ensure retention, and audit software maintenance invoices. Assist in building customer success plans and establishing critical goals. Work cross‑functionally with the IGT systems team to discover new usage opportunities for products and services. Identify and develop upsell and cross‑sell opportunities. Advocate customer needs and issues across departments and manage concerns. Provide expert deployment and operational methodologies and lead workshops. Lead regular System Business Reviews (SBR) and Business Partner Meetings. Provide insights on new products and features. Monitor trends, identify risks, and recommend operational improvements. Support professional services with scoping and selling follow‑on and new service opportunities. Support education services with staff training recommendations. Identify critical success criteria for deployments and drive customer happiness. Act as IGT systems liaison for inquiries, issues, or escalations, including support, product management, or other teams. Maintain functional and technical knowledge of IGT systems platforms and future products. Assist CSM Leadership in annual maintenance audits, monthly partnership decks, and SBR decks. Maintain customer Key Account Plans. Qualifications Established track record in customer advocacy and engagement in post‑sales or professional services (Fortune 1000, mid‑tier, start‑up, or public‑sector). Rich history of driving customer happiness, adoption, and retention. Confirmed ability to deliver continuous product value. Experience developing product use cases. Strong teamwork mindset and strong initiative; excellent verbal, written, presentation, and interpersonal skills. Thrives in multitasking environments and can adjust priorities quickly. Attention to detail and analytical skills. Good technical and problem‑solving skills; ability to resolve problems swiftly. Experience conducting workshops and discussing business value of technologies. Experience in enterprise and cloud software. Experience steering customer engagements to completion with high satisfaction. Willingness to travel up to 50% (average 25%). Keys to Success Building collaborative relationships Decision making Drive results Foster innovation Personal energy Self‑leadership Compensation and Benefits Estimated starting compensation range: $55,177–$156,700 USD. Compensation may vary and includes base pay, potential bonuses or commissions, and a comprehensive benefits package, which may include a 401(k) plan with company contributions, medical, dental, vision, life and disability coverage, paid time off, tuition reimbursement, and wellness programs (subject to eligibility). IGT follows all applicable pay transparency and compensation laws and collective bargaining agreements where applicable. Equal Employment Opportunity 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. #J-18808-Ljbffr