Customer Success Specialist

Summary

Aristocrat Gaming creates gaming experiences for players and is seeking a Customer Success Specialist to ensure customer happiness and success with its products. The role supports onboarding, implementation, customer relationships, product adoption, issue resolution, retention, and communication with internal teams.

Responsibilities

• Support customer onboarding, product implementation, and user enablement activities
• Serve as the primary point of contact for assigned customers, conduct regular onsite and virtual customer meetings; respond to routine customer inquiries regarding product functionality and guidelines
• Maintain accurate customer records, meeting notes, and follow-up actions within company systems
• Support onsite customer projects in collaboration with Project Management
• Monitor customer usage data and find opportunities to improve product adoption and customer outcomes
• Provide product expertise and mentorship to customers and internal collaborators
• Partner with internal teams to address customer needs and support customer retention efforts
• Gather customer feedback and communicate improvement opportunities to Product teams
• Ensure customer deliverables, commitments, and success plans are completed and communicated to leadership
• Advance critical customer issues and coordinate resolution efforts across internal teams
• Serve as a liaison with the Aristocrat Support Center to coordinate issue resolution
• Monitor industry trends and incorporate guidelines into customer success strategies
• Perform other duties as assigned

Skills

• 3+ years of experience in a customer-facing role
• Previous Casino/Gaming Systems Industry Experience is required
• Strong communication and interpersonal skills
• Proven ability to manage multiple tasks and priorities
• Experience with CRM systems and customer data management
• A proactive approach to problem-solving and keen attention to detail
• Ability to work both independently and collaboratively in a fast-paced environment
• Strong analytical abilities with the capability to analyze customer usage data
• A passion for gaming and a dedication to improving customer experiences
• Preferably in customer success or support
• A Bachelor's degree in a related field or equivalent experience is preferred

Qualifications

Must Haves

• 3+ years of experience in a customer-facing role
• Previous Casino/Gaming Systems Industry Experience is required
• Strong communication and interpersonal skills
• Proven ability to manage multiple tasks and priorities
• Experience with CRM systems and customer data management
• A proactive approach to problem-solving and keen attention to detail
• Ability to work both independently and collaboratively in a fast-paced environment
• Strong analytical abilities with the capability to analyze customer usage data
• A passion for gaming and a dedication to improving customer experiences

Nice to Haves

• preferably in customer success or support
• A Bachelor's degree in a related field or equivalent experience is preferred

Benefits

• Remote work arrangement
• Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.