Customer Success & Solution Adoption Specialist
Location: Jamaica, Queens, New York, NY
Work Setup: On-site
Industry: Casino & Gaming Technology
About the Role
We are looking for a Customer Success & Solution Adoption Specialist to support casino management system customers in the United States.
In this role, you will work directly with casino users and operational teams to help them understand, adopt, and get the most value from a Casino Management System (CMS).
You will be involved throughout the customer journey—from product demonstrations and understanding business requirements to user training, go-live support, troubleshooting, adoption follow-ups, and ongoing customer support.
This is a great opportunity for someone who enjoys working with people and technology and can confidently translate complex systems into practical, easy-to-understand solutions.
Candidates with experience in casino operations, gaming technology, hospitality systems, enterprise software, implementation, customer success, application support, or user training are encouraged to apply.
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What You’ll Do
Customer Engagement & Support
* Serve as a key customer-facing resource for casino management system users.
* Communicate directly with customers to understand their operational needs, challenges, and support requirements.
* Build trusted relationships with customers and become a reliable point of contact throughout their system adoption journey.
* Respond to functional questions and help users navigate system features and workflows.
* Identify recurring customer concerns and communicate feedback to the appropriate internal teams.
Product Demonstrations & Solution Support
* Conduct product demonstrations and system walkthroughs for prospective and existing customers.
* Explain casino management system features and functionality in a clear and practical manner.
* Gather customer business requirements and understand how the system needs to support their operational processes.
* Work closely with product, implementation, and regional teams to identify appropriate solutions.
* Help translate customer requirements into actionable information for internal technical and product teams.
Training & System Adoption
* Conduct user training, workshops, onboarding sessions, and system demonstrations.
* Help users become comfortable and confident using the Casino Management System.
* Provide go-live support and assist customers during the transition to new or updated systems.
* Follow up with customers after implementation to monitor adoption and identify areas where additional support or training may be needed.
* Develop and maintain training materials, user guides, FAQs, and other customer-facing documentation.
Troubleshooting & Cross-Functional Collaboration
* Provide functional troubleshooting support for casino and gaming systems.
* Understand user-reported issues, identify the nature of the problem, and determine the appropriate next steps.
* Coordinate with technical, product, implementation, and support teams when issues require further investigation.
* Help communicate technical information to customers in a clear, non-technical manner.
* Support knowledge sharing between U.S.-based customers and Asia-based product and support teams.
Customer Experience & Continuous Improvement
* Monitor customer adoption, satisfaction, and overall system experience.
* Collect and communicate customer feedback to help improve the product and user experience.
* Identify opportunities to improve training, documentation, workflows, and customer support.
* Maintain accurate records of customer interactions, issues, training activities, and follow-ups.
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What We’re Looking For
* Bachelor’s degree in Business, Hospitality, Information Systems, Gaming Management, or a related field; equivalent practical experience may also be considered.
* 3–5 years of relevant experience in one or more of the following:
* Customer Success
* Customer Support
* Casino Operations
* Gaming Technology
* Hospitality Technology
* Enterprise Software
* Application Support
* Software Implementation
* User Training
* Technical or Functional Support
* Excellent English communication and interpersonal skills.
* Strong presentation skills and confidence interacting directly with customers and users.
* Ability to understand customer needs, ask the right questions, and identify practical solutions.
* Comfortable learning complex software and explaining system functionality to non-technical users.
* Strong problem-solving and troubleshooting abilities.
* Excellent documentation, organization, and follow-up skills.
* Able to work independently while collaborating effectively with regional and cross-functional teams.
* Adaptable, curious, and comfortable learning new technologies and systems.
* Comfortable working in an operational environment where schedules may include shift-based or trade operations.
* Willing and able to work on-site in Jamaica, Queens, New York.
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Nice to Have
Experience or familiarity with any of the following would be an advantage:
* Casino Management Systems (CMS)
* Casino or gaming operations
* Slot machines and gaming systems
* Player management or loyalty systems
* Gaming technology
* IGT
* Konami
* Light & Wonder
* Hospitality or resort management systems
* Enterprise software implementation
* System go-live and post-implementation support
* User onboarding and training
* Application or functional support
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Who Will Succeed in This Role?
You may be a strong fit if you are someone who:
* Enjoys working directly with customers and helping them solve problems.
* Can communicate comfortably with both technical and non-technical users.
* Learns new software and systems quickly.
* Can remain calm and solution-oriented when users encounter issues.
* Enjoys training and helping others become confident with new technology.
* Understands the pace and demands of operational environments.
* Can bridge the gap between customers, operations, product, and technical teams.
* Takes ownership and follows through until customer concerns are addressed.
Casino or gaming experience is highly valued, but we are also open to candidates from customer success, implementation, hospitality technology, application support, and enterprise software backgrounds who demonstrate strong customer-facing and system-learning capabilities.
Work Location
Jamaica, Queens, New York, NY
On-site position