Digital Account Manager

We’re looking for a customer-centric Account Manager to join our Digital Engagement team remotely within the United States ideally within the Eastern or Central Time Zone.

As an Account Manager, you will be responsible for managing client relationships, addressing their needs, promoting customer satisfaction, identifying growth opportunities, collaborating internally, and contributing to business strategies for growth and retention for Pollard Banknote’s digital product line.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• Remote Work Environment

What You'll Do

• Take ownership of high-profile client relationships, ensuring exceptional service and satisfaction.
• Develop a deep understanding of client's short and long-term goals and objectives and suggest various digital solutions to help meet those goals.
• Collaborate with clients, product teams, and third-party providers to establish and manage long-term roadmaps.
• Ensure the timely delivery of product functionality, staying informed about client roadmaps and needs.
• Help drive internal product innovation to meet client goals
• Ensure smooth client experience by coordinating product deliveries from internal teams
• Coordinate effectively with internal teams to meet major deliverables and provide clear communication to Lottery team members.
• Proactively manage, measure, and resolve customer support issues to maintain client satisfaction.
• Optimize revenue across client sites (mobile/desktop) through strategic initiatives and collaboration with Business Intelligence teams.
• Document recommendations formally through the business requirement process to drive product enhancements.
• Share best practices with both internal teams and clients to foster continuous improvement.
• Maintain professional and organized management of client accounts, including conducting regular customer business review meetings.
• Create and manage backlogs of client requirements to ensure alignment with client needs and company objectives.
• Keep clients informed with up-to-date documentation as needed to support their operations.
• Keep internal Pollard teams including commercial leads and business development updated on customer objectives and satisfaction

Who You Are

• Relationship builder who excels at fostering connections and demonstrates top-notch communication skills for effective client interactions.
• Collaborative partner who works seamlessly with internal teams and external stakeholders.
• Results-driven professional focused on exceeding expectations, identifying growth opportunities, and ensuring customer satisfaction.
• Strategic thinker who leverages technical expertise and business acumen to achieve successful outcomes.
• Detail-oriented project manager with a proven track record of working effectively with product teams.

What You'll Bring

• Bachelor's degree in Business Administration, Marketing, or related field.
• 3+ years of proven experience in account management or client relationship management.
• Demonstrated ability in managing and overseeing large accounts.
• Prior experience in digital project, product, marketing, and/or operations is an asset.
• Exceptional communication and interpersonal skills
• Strong relationship building skills.
• Ability to problem solve and collaborate with cross-functional teams and clients
• Proven ability to address customer issues with speed and accuracy
• Experience in the lottery or gaming industry preferred

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.