About the job
GR8 Tech specializes in creating cutting-edge B2B iGaming platforms tailored for operators who aspire to lead.
Our comprehensive technology solutions are designed to scale effectively, offering seamless integrations, expert consulting, and ongoing operational support. Our platform serves millions of active players and drives substantial business growth, earning its reputation as the iGaming Platform for Champions.
With a global team of over 1000 dedicated professionals across various locations and time zones, we don’t merely deliver technology; we empower operators to craft successful narratives across brands, markets, and geographical regions.
Our ambition fuels our success, and our talented people bring that ambition to life.
If you possess a challenger spirit and a champion's drive, we invite you to join our team.
Role Overview:
This position is crucial for transforming customers into long-term champions through a robust lifecycle framework, strong governance, and a team adept at cultivating relationships at scale. You will oversee the processes of onboarding, growing, retaining, and re-engaging accounts while demonstrating measurable customer value throughout their journey.
Key Responsibilities:
As the leader of the Account Management function, you will establish a cohesive customer lifecycle engine: onboarding → adoption → success tracking → expansion → retention → win-back. Your emphasis will be on structure, execution, and building client trust.
Responsibilities Include:
- Customer Lifecycle System: Develop and manage a customer lifecycle management framework that encompasses onboarding, satisfaction measurement, upsell/expansion efforts, retention strategies, and win-back initiatives.
- Continuously document and enhance customer journeys, critical touchpoints, and moments of success.
- Implement account segmentation and resource allocation strategies to optimize time investment.
Programs, Policies, and Performance: Establish scalable onboarding and account development programs across various geographical locations and brands. Define policies, playbooks, and operational rhythms for Customer Success and Account Management.
Governance & Escalation: Manage operational governance and escalation processes to address business challenges effectively.

