Customer Success Operations Manager

IGT is a global leader in gaming, delivering innovative entertainment solutions worldwide. Overview As a Customer Success Operations Manager we partner with CSM team to deliver strategic value to IGT ADVANTAGE customers. Responsibilities Work with CSM Leadership to drive adoption, retention and audit software maintenance invoices. Assist CSM team in building customer success plans with critical goals. Collaborate with IGT systems team to discover new usage of products and services. Identify and develop upsell and cross‑sell opportunities. Advocate customers’ needs across departments and manage concerns. Provide expert deployment and operational standard methodologies. Facilitate workshops to demonstrate total value and lead System Business Reviews and partner meetings. Provide insights on availability and applicability of new products and features. Monitor trends, identify risks and recommend operational improvements. Support professional services team with scoping and selling follow‑on service opportunities. Work with education services team to recommend staff training. Define success criteria for IGT systems deployment and drive customer happiness. Act as liaison for inquiries, issues or escalations and create solution roadmaps. Maintain functional and technical knowledge of IGT systems platforms and future products. Help CSM Leadership conduct annual maintenance audits and develop partnership deck and SBR decks. Support keep customer Key Account Plans. Qualifications Proven record in customer advocacy with post‑sales or professional services roles in enterprise environments. Experience driving adoption, retention and customer happiness. Ability to demonstrate continuous product value. Experience developing product use cases with customers. Strong teammate and self‑starter with excellent verbal, written and interpersonal skills. Capable of multitasking and adjusting priorities. Detail‑oriented and analytical. Technical and problem‑solving skills with ability to resolve issues quickly. Experience conducting workshops and explaining technology trade‑offs. Enterprise and cloud software experience.Guided customer engagements to completion with high satisfaction. Willingness to travel up to 50%. Keys to Success Building collaborative relationships Decision making Driving results Fostering innovation Personal energy Self‑leadership Benefits Compensation range $55,177–$156,700 USD, base pay plus potential bonus or commission. Full benefits include 401(k) plan, medical, dental, vision, life and disability coverage, paid time off, tuition reimbursement and wellness programs subject to eligibility. IGT is committed to a workforce that reflects the diversity of our customers and communities. We are an equal opportunity employer. All applicants will be considered, and only those selected to interview will be contacted. #J-18808-Ljbffr IGT