Customer Success Manager

Pavilion Payments

Pavilion Payments enables the world’s gaming entertainment leaders to create amazing consumer experiences and maximize spend across all of their physical and digital properties. Our complete suite of payment solutions enables safe, secure, and trusted cash access at the cage, on the casino floor, or online. Our compliance and security solutions offer additional layers of automation and risk protection. And our analytics solutions enable clients to view performance across all of their gaming properties.

About the role

The Pavilion Payments Customer Success Manager “CSM” is accountable and responsible for the achievement of revenue and retention of Pavilion customers within an assigned business segment or territory.  The CSM is also responsible for the efficiency and effectiveness of solutions sold to customers and managing customer expectations. This role has a dotted line accountability to the respective SVP of Sales within a named territory.

What you will do

• In coordination with the VP, Customer Success and the SVP of Sales, serve as a regular contact within the portfolio of assigned customers or accounts and as their primary resource and contact.
• Accountable for customer success
  • Customer value realization as agreed to and/or contracted.
  • Facilitation of key activities as it related to all client touch points
  • Strategic operations of the product(s) and service levels
• Responsible for recurring revenue at the expected rate.
• In line with the Pavilion Strategic Sales methodology, identify cross-sale and up-sale opportunities to increase revenue, and follow through to the sale of those opportunities and record all activities in the CRM
• Customer Retention
  • Effectively use all resources available to facilitate and coordinate activities to ensure goals are met and key performance indicators are achieved to accomplish customer account objectives.
  • Accountable for developing, tracking and analyzing customer satisfaction metrics (NPS/CSAT)
• For all assigned customers, accountable for the Pavilion solutions implementation, on-going strategic operations, and strategic billing responsibility.
  • Billing responsibility includes monthly reviews of invoicing to evaluate billing levels at target and analysis of pricing for accuracy.
• Collaborate with the SVP Sales on key account planning, identifying goals and the execution of strategic customer success and revenue plans.
• Accountable for the creation and effective delivery of the Customer Business Review package on the cadence as agreed with the SVP, Sales.
• Timely recordation of all relevant activities and information in the CRM

Who you are

• Bachelor’s degree Business, Finance, Marketing, or equivalent work experience required
• 5+ years total sales or account management experience
• 3+ years’ experience in the Gaming industry
• 50-70% travel required
• Excellent presentation skills
• Business builder, creative team player, disciplined professional
• Well organized and detail oriented
• Strong working competency with Microsoft Office and Office 365 Products including Teams and Outlook

Your skills and our values

• Working with Others - Works with other department employees to accomplish individual and company service levels and goals. Display enthusiasm and promote a friendly group working environment.
• Embracing Change - Remains open-minded and reacts quickly to new information.
• Adapts to varying department changes
• Attention to Detail – Stays alert in a high-paced environment. Follows detailed procedures and ensures accuracy in documentation and data.
• Decision-Making and Problem-Solving – Recognizes possible system issues that may affect payment entry processing and alerts Supervisor.

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department