Job Description

Gaming:
Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
Key Responsibilities:
Business Case:

• Establish the background and justification of the product strategy by explaining the benefit and value it creates for our business and customers.
• Work with development teams on cost, and present ROI and options for execution leveraging current approval processes.

Customer Insights:

• Develop strong relationships with key customers to gather feedback, understand their needs, and incorporate insights into product enhancements.
• Advocate for the customer throughout the product development process.

Customer Success:

• Hold regular feedback sessions with customers, and with internal stakeholders from groups such as Client Success, Sales, and Support.
• Participate in customer upgrades or go-lives (minimally two per year as budget allows).
• Solicit testimonials or success stories for marketing use.

Sales Training and Demos:

• Help create initial sales enablement collateral including demo material and talk track to communicate the value of the product release.
• Conduct hands-on enablement training to sale teams.

Business Development:

• Provide technical guidance on business development activities and take ownership of Technical Systems input and output requirements, integrating the voice of the customer.
• Assess new projects, support sales and Client Project Managers during proof of concepts, and oversee project implementation and continuous improvement

Leadership:

• Manage customer escalations, create project plans, and supervise team members to ensure that deadlines are followed.
• Confer with cross-functional units to develop process improvements with a lens toward increasing customer experience, operational efficiency, and revenue opportunities.
• Act as team mentor and establish strong working relationships with internal support, service and engineering departments to optimize customer service in cross area activities.
• Manages timely departmental workflow and productivity as well as enhance experience and knowledge for the staff
• Responsible for managing hardware and software teams for testing and demonstrations

Experience:

• 7 years technically offering solutions/ software architecture experience is required
• Technical Operations knowledge required, preferably in the casino domain
• Experience in all the phases of Software Development Life Cycle (SDLC) and software configuration processes
• Must have experience of managing offshore teams and knowledge of developing programs in both batch and online
• Expertise in High & Low Level Design, Module Design, Code-Reviews & Testing
• Strong knowledge of software technical architecture/support
• Process adherence, optimization and coming up with new processes
• Ability to remain calm and composed even under trying situations and ability to see challenges objectively
• Ability to lead, train and motivate technical staff
• Ability to communicate with IT and business users with ease
• Ability to work well with all levels of management and be precise in articulating technical solution/issues
• Strong customer service acumen
• Financial management capability - understanding of cost control and budgeting

• Role to be based in South Africa (Midrand, Johannesburg), with an estimated 30% travel required.

Education
Bachelor's or Master's degree preferred
Qualifications

Skills Required