Customer Success Technical Manager

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Customer Success Technical Manager

Apply remote type Hybrid locations North Ryde, NSW, AU time type Full time posted on Posted 2 Days Ago job requisition id R0018420

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
• Foster 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 and ensure 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 (including 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 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 strong technical and interpersonal client-facing skills
• Proven application/technical training experience, ideally within the gaming environment, especially in 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, formed in 2024 through the merger of Anaxi and NeoGames businesses (including Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay). The industry leader in content and technology solutions for online RMG, offering content, proprietary platforms, and 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, delivering casino games, mobile games, and online real money games, entertaining millions daily. Headquartered in Sydney, Australia, with three business units: Aristocrat Gaming, Product Madness, and Aristocrat Interactive. Our mission is 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 your role, registration with the Nevada Gaming Control Board (NGCB) or other jurisdictions may be required.

We cannot sponsor work visas at this time. Candidates must be authorized to work in the job posting location on a full-time basis.

About Aristocrat

Aristocrat Leisure Limited and its affiliates provide equal employment opportunities and prohibit discrimination and harassment of any kind, regardless of protected characteristics.

Sustainability is embedded in our strategy, operations, and culture. Our FY24 Sustainability Disclosures detail our progress in responsible gaming, diversity and inclusion, supply chain ethics, and climate action.

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