Implementation Specialist

COMPANY: PokerAtlas

POSITION TITLE: Implementation Specialist

TYPE: Full-Time Direct Hire

DEPARTMENT: Operations

REPORTS TO: Director of Operations

LOCATION: Las Vegas, NV (In-Office with Travel)

Who We Are:

PokerAtlas is an emerging leader in the global gaming industry, serving the needs of real-money poker players and operators with innovative web, mobile and enterprise software solutions. Our integrated PokerAtlas (B2C) and TableCaptain (B2B) products provide real-time information and an online registration platform for players, while delivering incremental revenue and cost-savings efficiencies to casino poker and card room operators. We are currently partnered with over 200 casino and card room operators in 10 countries, in addition to our website and mobile app user base exceeding 40 million annual visits. The company is headquartered in Las Vegas, NV with team members and support services located around the country.

Position Summary:

The Implementation Specialist gets new PokerAtlas TableCaptain customers live. You'll work with properties from kickoff through launch: learning how their rooms run, setting up their systems, training their staff, and being on site for go-live. After launch, you'll help support those customers and keep our training materials and user manuals current. You'll be part of our Operations team, reporting to the Director of Operations and working closely with our product, support and sales teams. Poker room experience is a big plus. If you've worked a poker room floor, you already understand most of what our customers deal with every day.

Responsibilities:

• Customer Onboarding: Meet with new customers to learn how their poker room operates, document their requirements, and put together an implementation plan and timeline for each property. Keep everyone updated as the project moves forward.
• System Setup and Configuration: Configure TableCaptain to fit each property's games, tournament structures and workflows. Coordinate system implementation and configuration needs with our technical team.
• Staff Training: Train poker and card room managers, supervisors, floor staff and dealers to use TableCaptain with confidence, adjusting your approach for different roles and comfort levels with technology.
• On-Site Go-Live Support: Travel to customer properties for training and launch and stay on hand through go-live to solve problems as they come up. Some training sessions and launches will fall on nights and weekends.
• Customer Support: Serve as a front-line point of contact for customer issues by phone, email and our support platforms (Zoho Desk). Triage incoming requests, resolve basic issues, and escalate to higher-level teams within established SLAs. You'll also take part in a support rotation that includes some evening and weekend coverage.
• Training Materials and User Manuals: Assist with writing and maintaining training guides, user manuals and quick-reference materials our customers rely on.
• Licensing: Obtain and maintain any gaming licenses and/or vendor registrations when required in the various jurisdictions where our customers operate.
• Software Release Testing: Assist our product and development teams with testing new software releases before they go out to customers. Test new features from the customer's and user's point of view and report bugs as needed.
• Using AI in Your Work: Use AI tools as much as possible to increase your output and streamline your work, from drafting training materials and user manuals to summarizing customer requirements and speeding up routine support tasks.

Requirements:

• 2+ years of poker or card room experience (preferably floor supervisor, shift manager, tournament director or similar)
• Experience in customer support, training or account management preferred
• Picks up new software quickly and is comfortable troubleshooting computers, printers and basic technical issues
• Experience using a CRM or support desk tool such as Zendesk or Zoho Desk preferred
• Familiarity with AI tools such as Claude, ChatGPT or similar, and a willingness to use them every day
• Clear, organized writer who can turn a complicated process into simple, step-by-step instructions
• Patient, confident trainer who can teach staff at every level, including people who aren't comfortable with technology
• Able to manage several implementations at once (multi-tasking), working independently and as part of a small team
• Strong critical thinker who is comfortable with ambiguity, able to problem-solve when limited information is available, and adapt quickly when schedules change with short notice
• Willing to travel regularly to customer properties, often for several days at a time, including some nights and weekends
• Valid driver's license, and able to pass a background check and qualify for any required gaming licenses and registrations

Compensation & Benefits:

• $60K to $75K annually, based on experience
• Medical, Dental, and Vision, with Optional Life and AD&D Insurance
• 401K
• 3 Weeks PTO

PokerAtlas is an equal opportunity employer and welcomes candidates from all backgrounds to apply.