About the Role
The Customer Success and Solution Adoption Specialist serves as the primary functional customer-facing resource for casino management system customers in the United States.
This role supports customers throughout the solution lifecycle, from pre-sales demonstrations and requirements gathering through training, go-live support, ongoing adoption, and satisfaction tracking. The specialist works closely with regional product, implementation, technical, and support teams to help customers successfully adopt the system and maximize its value.
Responsibilities
● Delivering product demonstrations and explaining casino management system features and capabilities to prospective customers.
● Gathering customer business requirements and collaborating with regional product and implementation teams to deliver effective solutions.
● Conducting user training, workshops, and go-live support to promote successful system adoption.
● Developing training materials, user guides, and customer-facing documentation.
● Monitoring customer adoption, collecting feedback, addressing functional inquiries, and coordinating with technical teams to resolve issues.
● Building strong customer relationships, tracking customer satisfaction, and identifying opportunities to improve the user experience and product value.
● Supporting knowledge sharing between U.S. customers and Asia-based product and support teams.
Requirements
● Hold a bachelor's degree in business, Hospitality, Information Systems, Gaming Management, or a related field, or possess equivalent practical experience or familiarity with casino operations or gaming technology.
● Possess 3–5 years of experience in customer success, implementation, training, casino operations, hospitality systems, gaming technology, or enterprise software.
● Demonstrate excellent communication, presentation, training, and customer relationship management skills.
● Demonstrate the ability to quickly learn complex software and explain technical concepts clearly to non-technical users.
● Possess strong documentation and organizational skills.
● Work independently while collaborating effectively with cross-functional regional teams.