Head of Account Management

The Mill Adventure is a scale-up with the ultimate mission of building awesome products that will change the way the iGaming industry operates. We started our journey in 2019, with the vision of building a technology driven organisation and creating a team consisting of the best of the best specialists in their respective fields.

Today, we provide a complete gaming platform, including licences and operations, for rapid deployment and success in iGaming. Our team of 100+ technology and iGaming experts is guided by passion for invention, operational excellence and commitment to improve the inefficient.

We trust and value our team and we strive to accommodate the right working conditions for each individual, in remote, office based or mixed models. We see the strength in being different and embrace the cultural diversity existing in our group.

As our business continues to grow, we are looking for a Head of Account Management to refine and enhance our partner management processes, guide and lead our Account Management (AM) team, and actively contribute to delivering exceptional service to our partners. The selected individual will be a people’s person, someone who can nurture relationships with our partners, understand their needs, and communicate updates in the best way possible to ensure both internal alignment and external satisfaction.

Responsibilities:

• Continuous Improvement of Procedures and Workflows: Oversee the enhancement of account management workflows, ensuring that processes are streamlined, proactive, and consistent across the team. This includes clear escalation routes, standard operating procedures and internal protocols within the team.
• Measure Client Satisfaction: Implement and monitor tools to assess client satisfaction and retention, establishing key performance indicators (KPIs) to evaluate service quality.
• Champion Client-Focused Initiatives: Act as the internal advocate for the needs and expectations of our clients, ensuring the delivery of high-quality services, and identifying opportunities for product and process improvements.
• Lead, Coach, and Develop the AM Team: Build a high-performing, cohesive team by providing leadership, mentorship, and regular training opportunities to ensure AMs are proactive, knowledgeable, and aligned with company goals.
• Contribute to Business Strategy: Participate in business discussions surrounding the company’s day-to-day operations and long-term strategy, ensuring the AM team’s activities support the overall commercial objectives.
• Foster Cross-Department Collaboration: Work closely with Product, Commercial, Client Success, and other teams to ensure alignment on goals, product updates, and client expectations, encouraging a unified approach to account management.
• Oversee Monitoring of Costs and Invoices: Ensure that the account management team accurately tracks and allocates costs related to billable development hours for new features and integrations.

You'll be a great fit if you have:

• Relevant iGaming Experience: Strong background in Account Management leadership or Project Management within an iGaming Platform Provider, with a deep understanding of the industry’s dynamics and challenges.
• Strong Account Management and/or Project Management Skills: Proven expertise in managing client relationships, identifying opportunities, and resolving issues in a timely and efficient manner.
• Knowledge of iGaming Concepts and Products: Comprehensive understanding of iGaming platform products, technical integrations, and market dynamics, ensuring AMs can effectively communicate product benefits and resolve technical challenges.
• Leadership and Motivational Skills: The ability to lead teams with diplomacy, motivate and inspire AMs, and build a culture of collaboration and accountability.
• Proven Problem-Solving Skills: Creative and analytical approach to problem-solving, demonstrating teamwork, innovation, and a focus on excellence in service delivery.
• Experience Designing and Improving Processes: Demonstrated experience in designing and refining internal processes to ensure efficiency, standardization, and scalability across the team.
• Resilience and Determination: A drive to implement meaningful change and continuously improve the team’s performance, even in the face of challenges.
• Excellent Communication Skills: Strong written, verbal, and presentation skills, with the ability to communicate effectively with both internal teams and external partners at all levels of the organization.

• A lean, focused company, offering a flexible working environment
• The opportunity to work with and learn form a highly skilled, talented team
• A great company culture, where accountability is innate, transparency is key and competency is virtue
• Being part of a small, tight knit, caring community
• Work equipment of your choice
• Private health insurance
• Learning budget
• Fitness benefit
• Parking/transport or co-working allowance
• Company wide and team based get togethers