Light & Wonder is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity, Light & Wonder builds new worlds of play, developing game experiences loved by players around the globe. The company’s OpenGaming(tm) platform powers the largest digital-gaming network in the industry. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices. To learn more, visit lnw.com. 

Light and Wonder are looking for enthusiastic and adaptable people to help get the best value from our PAM platform for our customers.

The Technical Account Manager role will face in multiple directions.  For our customers, you will be the face of the product, demonstrating to them how to improve their business using our player registration and management, responsible gaming, bonusing and promotions tools and the wide range of payment integrations and controls that we support.  You will be engaged with them, alongside the commercial team, to understand their growth strategy and make sure that we are supporting that through product innovation and integrations with key partners.  You will create the confidence that Light and Wonder are their key partner to deliver on their ambitions.  You will also help mediate the interactions with our technical teams to ensure that this is all built on a solid technical foundation.

Internally, you will represent the customer product needs and ambitions, helping to drive the product roadmap and delivery schedules.  You will coordinate with the commercial, product and delivery teams to make sure that customer needs are prioritised correctly, to drive maximum benefit for Light and Wonder and all of our customers and players.  Alongside the product team, you will develop our long-term strategic roadmap, and then work with the commercial team to get customer buy-in to that vision.

You will also be liaising with customer facing representatives from our key suppliers and partners to present an end-to-end vision of how they fit into our ecosystem, and help customers to understand how our tools support all their processes.

You will be part of a team of Technical Account Managers, but will be largely responsible for your own customers yourself, so need to be self-starting, highly motivated and capable of working individually and as part of a team.  You need to have an ability to rapidly assimilate information, both technical and legal/compliance requirements, and be able to communicate succinctly and at multiple organisational levels from key decision makers down to implementation teams.

If you are ready to roll up your sleeves, get hands-on and are equally adept at self-motivation within a high-performing team, we would like to hear from you!

Essential Job Functions:

• Build deep reciprocal relationships with customers, and act as their primary point for contact for product and technical engagement.    
• Develop and maintain a deep understanding of the features of our PAM product – player management, responsible gaming, regulatory compliance, game and sport integrations, bonusing and promotional tools, payment integrations and payment controls; and be able to demonstrate the capabilities of the platform to customers at all organisational levels.
• Have an appreciation of the player experience that our product provides, and help us provide exceptional player experiences that enhance our individual customer brands, while enhancing our overall product value.
• Work positively within the Global Delivery Team to provide the customer perspective and help drive successful delivery by helping to flexibly overcome technical challenges.
• Be able to advise customers on product configuration and setup, to help drive the customer business to be as successful as possible using our tools.
• Be able to lead discussions on capacity and technical architecture alongside domain experts, to ensure that the we are proactively support our customers’ growth plans.
• Working constructively with other internal teams to identify process and communication improvements and will drive better customer engagement.
• Hold other teams within Light and Wonder, and our partners and suppliers, to account for delivering to customers, and ensuring the customer concerns are escalated appropriately within the organisation.
• Help build the Technical Account team, and also a collaborative environment within Light and Wonder, and between us and the customer, that celebrates success and learns from situations where we can improve.

Qualifications:

• 3+ years experience in roles in the gaming or a similar industry, with an understanding of player and customer needs.
• Experience in the IT industry and understanding of technical concepts around databases, networking, servers, cloud-computing and high transactional volume systems.
• Experience working in roles within complex, matrix managed organisations, with multiple stakeholders, and getting commitment and buy-in across the organisation.
• An ability to build virtual teams across organisations and silos, focussed on delivery.
• Well organised and task-focused.
• An ability to assimilate and analyse large volumes of complex information quickly, and produce accurate and comprehensible summaries at both management and technical levels.
• An ability to present confidently and engagingly at decision maker level.
• Excellent written and oral communication skills with attention to detail on both content and presentation.
• An enquiring mind and a desire to constantly increase your areas of knowledge and expertise.

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