Your tasks
- Responsible for creating and maintaining a strategic and supportive relationship with key stakeholders within customer organizations. This involves understanding their unique business and technical objectives, ensuring that Greentube products are aligned with these objectives, and supporting their effective use to drive business value.
- Responsible for developing a comprehensive service delivery plan tailored to each customer's needs, ensuring that they can effectively operate and consume Greentube products.
- Advocate for change by clearly articulating the benefits of adopting new processes or technologies, helping customers improve their operational effectiveness through the productive use of Greentube products.
- Facilitate customer training sessions on Greentube products and services, ensuring that customers are fully enabled to utilize the products effectively.
- Ensure that customer feedback, especially regarding technical issues or feature requests, is communicated back to the Games Production Coordination and Games Delivery Management teams. This helps in shaping the product roadmap and improving customer satisfaction.
- Share the responsibility of fostering sustainable growth by collaborating closely with Sales and Key Account Management and Marketing. This involves strategizing on how to generate new business opportunities within existing accounts.
- Contribute to customer retention and account expansion by ensuring that customers see continuous value in Greentube's offerings, thus facilitating upselling and cross-selling opportunities.
- Responsible for setting a long-term strategy for service delivery that aligns with the customer's business and IT priorities, developed in partnership with internal teams and customers.
- Accountable for ensuring excellent delivery of services throughout the entire support lifecycle. This includes close coordination with NOC (Network Operations Center), Games Operations, Games Delivery Management, Games Certification, Games Integration and Sales and Key Account Management to develop and continuously improve the support processes.
- Maintain strong knowledge about all Greentube technologies, methodologies, and procedures, ensuring that they can effectively guide customers in their application.
- Communicate the value of Greentube's support services portfolio in a proficient manner, ensuring that customers understand and appreciate the benefits of these services.
- Be the primary contact for technical escalations, responsible for monitoring and ensuring that the incident resolution process meets or exceeds quality standards and adheres to Service Level Agreements (SLAs) or Operational Level Agreements (OLAs).
- Be responsible for leveraging data analytics to provide insights and recommendations to customers. This involves regularly reviewing and interpreting performance data to ensure that the services provided are aligned with customer objectives and suggest adjustments where necessary.
Your profile
- Minimum of 2 years of experience in software support, Technical Account Management, or a related customer-facing technical role.
- Proven experience in an enterprise environment, with a strong understanding of both corporate and public sector customer support needs.
- Completed higher education in a technical field (e.g., Computer Science, Information Technology, Engineering) or equivalent experience in a related field.
- Excellent communication skills, with the ability to effectively liaise between IT and business leadership.
- Demonstrated strength in organizational, project/program management and change management.
- Effective time management and prioritization skills
- Innovative and bold thinking in all situations, with a proactive approach to problem-solving
- Professional and carry s strong work ethic; Honesty, integrity, and trustworthiness
- Adaptable and resilient in dynamic environments
- Approachable and collaborative demeanor
- Confident yet balanced with humility
- Experience with ticketing and issue-tracking systems, e.g. JIRA or similar tools.
- Familiarity with Confluence for documentation and collaboration.
- Advanced skills in Microsoft Excel for data analysis, reporting, and visualization.
- Experience with SQL or other database management systems for querying and managing data.
- Experience with Postman for API testing.
- Experience with monitoring tools such as Kibana, for tracking system performance and troubleshooting issues.
- Experience with scripting languages such as Python for automation and task optimization.
Our offer
- Private Health Insurance, including dental & eye check ups
- 300 EUR Wellness/Working from Home Allowance
- Allocated Personal Development budget per year (1,500 EUR)
- Hybrid setup - flexible work from home policy with 2-3 days per week working from the office
- Remote working policy - allows employees to work abroad for up to three months per year in a country of their choice (applicable upon passing probation and limited to Europe)
- 2 big company events per year with smaller events and team building activities happening throughout the year
- Weekly catering at the office
- Free Fruit & Drinks at the office
- Mental Health Support
- Online e-learning with iGaming specific topics and material
About Greentube Malta
Birkirkara, Malta
www.greentube.com
