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About the role
- Serve as the primary point of contact for commercial support, assisting highly strategic customers both before and after launch.
- Create and oversee detailed account plans to drive specific business objectives and meet KPIs.
- Identify opportunities and develop strategies to increase revenue and margins from customers, including tailored commercial incentives, promotional campaigns, and effective upselling of content and products.
- Collaborate with both customers and internal teams to triage and raise software issues.
- Build and maintain strong, long-term relationships with customers while spotting and pursuing new business development opportunities.
- Monitor operator performance closely by regularly reviewing key KPIs such as revenue, game positioning, and promotional efforts.
- Be the gate keeper for all product / game launches, upgrades as well as all legal, contractual and Compliance matters associated with your customer.
- Support the Sales team with commercial activities, including onboarding new operators, securing contracts, and other necessary initiatives.
- Address daily queries and resolve commercial issues raised by operators promptly and effectively.
- Act as the main liaison for operators on all day-to-day commercial matters, fostering lasting relationships and taking full ownership of the customer experience - own the Customer.
- Forecast and track key account metrics with accuracy to support business goals.
- Maintain working knowledge of competitors and industry trends.
- Contribute new ideas on how to improve the Bragg offering; pro-actively improving and sharing knowledge of industry competitors and customers, news, changes and developments across the team.
- Identify solutions and improve processes to reduce support costs.
- It is essential to use CRM daily in your day-to-day customer management.
Requirements
- 3+ years’ experience within the e-gaming industry in a similar role ideally within a B2B environment with a track record of high performance
- Previous experience of managing customers and increasing revenues.
- Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.
- Demonstrate an ability to build and sustain relationships at any business level.
- Must have a technical background, understanding the concepts of the Software Development Life cycle
- General knowledge of SQL queries and reports.
- Experience analysing data and trends.
- Demonstrate strong strategic thinking and problem resolution skills.
- Bring fresh and innovative ideas to the team, using out-the-box thinking to achieve Results.
- Demonstrate a clear knowledge of how to generate results in a complex commercial environment.
- Have extensive knowledge on iGaming content with specific expertise in online casino games
- Experienced at effective client management at senior level.
- Sound commercial awareness and knowledge of business development.
- Analytical with the ability to think strategically.
- Ability to build strong relationships and communicate effectively.
- Familiarity with online gaming software and front-end development is an advantage.
- Solid technical background with hands-on experience in digital technologies.
- Requires effective leadership and facilitation skills in project planning and execution, risk and issue mitigation and escalation when appropriate
Benefits
- Competitive compensation (based on your experience)
- Remote work model
- Educational learning opportunities to support each employee's professional growth journey
- Team buildings, and informal gatherings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLSoftware Development Life Cycledata analysiscommercial incentivespromotional campaignsupsellingCRMdigital technologiesfront-end developmentiGaming content
Soft Skills
relationship buildingstrategic thinkingproblem resolutioncommunicationleadershipfacilitationinnovationcustomer managementcommercial awarenessteam collaboration