Our client is looking for an experienced Client Services Manager to join their team.
The Client Service Manager fosters and maintains business relationships with assigned clients. Clients may be gaming suppliers, operators or regulators in the gaming industry. The position is responsible for assigned sales activities from lead generation through contract signing for the achievement of customer satisfaction and revenue generation.
Essential Functions (Duties & Responsibilities)
Develop and implement a contact schedule of on-site and telephone contacts for assigned clients. Prior to a visit being scheduled, an analysis of the appropriate level of service should be completed.
Prepare and submit a travel schedule at least 30 days in advance to appropriate supervisor, Manager or Director, unless an emergency situation requires a more immediate visit, at which time a Manager or Director may approve the emergency travel plan.
Generate a weekly report due by the close of business every Friday unless alternate arrangements have been approved. This report will summarize all clients that have been contacted that week, and must include a summary and analysis of all discussions, conversations and plans of action.
Generate yearly business plan and update throughout the year as needed.
Generate quarterly reports based on assigned clients.
Contact and report upon assigned clients at least every six (6) weeks unless circumstances dictate the need for additional contacts resulting from the level of service client requires.
When on business travel, contact appropriate Client Service department personnel each day to provide a verbal summary of your work activity, obtain any telephone messages, etc.
When working in the office, conduct research on all legislation and newspaper articles that have any effect on assigned clients. Make CRM entries as appropriate regarding information that should be retained and/or shared.
Attend gaming-related shows and conferences as position requires as approved by management.
Maintain records of all visits and telephone contacts of the assigned regulatory clients within the database on a daily basis. Update any changes in contact information in the client's contact system.
Coordinate In-Service training classes and field inspections/audits when appropriate for clients.
Handles escalated issues
Required Education and Other Credentials
Valid Driver’s License
3-5 years previous sales/Costumer care experience.
Must demonstrate excellent communication skills.
Ability to write reports and business correspondence.
Able to effectively present information, communicate with and respond to questions from external and internal parties and present to large audiences.
Highly motivated, pro-active starter with excellent time management skills.
Education and/or experience requirements may be waived at discretion of Senior Management.
Physical Requirements and Working Conditions
Must have the ability to communicate, both orally and written, with other members of the team and clients.
Must have the ability to handle and organize multiple projects and deadlines.
Must demonstrate a high degree of attention to quality, details, correctness and deadlines.