What are the responsibilities and job description for the Customer Success Manager - Casinos & Gaming position at Birch Street Systems LLC?
Customer Success Manager- Casinos & Gaming
Location: Remote- North America
BirchStreet provides global enterprises with multiple locations a complete Procure-to-Pay business solution deploying a SaaS model using cloud technology. BirchStreet software improves business processes by automating eProcurement, AP Automation, Inventory Control, Recipe Management, Executive Dashboards, and Capital Budget Management modules. It was established in 2002 and headquartered in Newport Beach, California, with offices in China, Singapore, India, and the UK. BirchStreet is now in hypergrowth with no signs of slowing down.
The Role
The BirchStreet Customer Success Manager (CSM) will own the lifetime relationship with customers, focusing on increasing adoption, nailing retention, and maintaining satisfaction. Bottom line, Customer Success ensures customers reap the BirchStreet solution value proposition. The individual in this role will consult with customers to align business and systems needs to help drive deliverables and understand the business requirements of our gaming vertical. Customer Success Managers know the best practice usage of the solution and persuade our customers to use them in a fashion that defines success.
Responsibilities
- Act as an extension of the customer, being a proactive evangelist within the organization and the corporate drive towards the accomplishment of their defined goals and objectives for adoption, KPIs, and potential product expansion
- Develop and maintain strong relationships at project, internal sponsor and executive levels
- Drive strategic goals, oversee technical and functional specifications, and generate and maintain detailed implementation plan in partnership with Project Managers
- Establish a trusted/strategic advisor relationship with each assigned customer team and drive continued & expanded use of our products and services to increase customer satisfaction and highest value
- Orientation on providing help, support, best practice, and training: 50% should come from individual efforts and 50% by working through the deep bench of the BirchStreet professional teams
- Be responsible for overall project SOWs and project property level agreements
- Manage and review program timelines, status, milestones and risks
- Lead cross-functional global teams and associated implementation work streams
- Coordinate activities across other areas that may impact the program
- Provide governance to monitor/drive stakeholder management and communications
- Develop, prepare, and nurture customers for advocacy and reference-ability
- Work to identify and develop upsell opportunities
- Program manage account escalations with a solutions-oriented approach
- Accountable for developing Customer Success strategies aligning their core business strategies to our overarching corporate goals and direction
- Work with marketing to present relevant materials, i.e., case studies, white papers, ROI calculations, etc., that are relevant to the customer's future goals
- Help define, design, and deploy customer standards and playbooks for success that would include specific strategies relevant to best practices, etc.
- Make sure that all pertinent information is reported back and documentation attached to the customer's account record in CRM
Requirements
- 5 years of related experience in a similar role for a casino, or other gaming organization. Prior casino experience is strongly preferred.
- Ability to establish milestones and keep all team members on task.
- Excellent communication skills in English, with a preferred second language (French, Spanish or German), both written and verbal.
- Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn.
- Outstanding written and verbal communication/presentation skills to lead onsite or remote strategic business reviews.
- Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer's business priorities and anticipate the customer's.
- Ability to discuss high-level technical concepts with non-technical stakeholders.
- Skilled at driving the deployment of hospitality software products or solutions to large and multifaceted global companies.
- Able to thrive and be successful in a remote-first culture.