Head Of Account Management

Summary

Join The Mill Adventure, a rapidly growing iGaming company, as their new Head of Account Management! In this role, you will refine partner management processes, lead the Account Management team, and ensure exceptional client service. You will oversee workflow improvements, monitor client satisfaction, and act as an internal advocate for client needs. This leadership position requires strong communication, problem-solving, and team-building skills within the iGaming industry. The company offers a flexible work environment and various benefits, including private health insurance, a learning budget, and fitness benefits.

Requirements

• Possess a strong background in Account Management leadership or Project Management within an iGaming Platform Provider, with a deep understanding of the industry’s dynamics and challenges
• Demonstrate proven expertise in managing client relationships, identifying opportunities, and resolving issues in a timely and efficient manner
• Have a comprehensive understanding of iGaming platform products, technical integrations, and market dynamics, ensuring AMs can effectively communicate product benefits and resolve technical challenges
• Possess the ability to lead teams with diplomacy, motivate and inspire AMs, and build a culture of collaboration and accountability
• Employ a creative and analytical approach to problem-solving, demonstrating teamwork, innovation, and a focus on excellence in service delivery
• Demonstrate experience in designing and refining internal processes to ensure efficiency, standardization, and scalability across the team
• Possess strong written, verbal, and presentation skills, with the ability to communicate effectively with both internal teams and external partners at all levels of the organization

Responsibilities

• Oversee the enhancement of account management workflows, ensuring that processes are streamlined, proactive, and consistent across the team. This includes clear escalation routes, standard operating procedures and internal protocols within the team
• Implement and monitor tools to assess client satisfaction and retention, establishing key performance indicators (KPIs) to evaluate service quality
• Act as the internal advocate for the needs and expectations of our clients, ensuring the delivery of high-quality services, and identifying opportunities for product and process improvements
• Build a high-performing, cohesive team by providing leadership, mentorship, and regular training opportunities to ensure AMs are proactive, knowledgeable, and aligned with company goals
• Participate in business discussions surrounding the company’s day-to-day operations and long-term strategy, ensuring the AM team’s activities support the overall commercial objectives
• Work closely with Product, Commercial, Client Success, and other teams to ensure alignment on goals, product updates, and client expectations, encouraging a unified approach to account management
• Ensure that the account management team accurately tracks and allocates costs related to billable development hours for new features and integrations

Benefits

• A flexible working environment
• The opportunity to work with and learn from a highly skilled, talented team
• A great company culture, where accountability is innate, transparency is key and competency is virtue
• Being part of a small, tight knit, caring community
• Work equipment of your choice
• Private health insurance
• Learning budget
• Fitness benefit
• Parking/transport or co-working allowance
• Company wide and team based get togethers