Junior Account & Incident Manager

Job Description

As a Junior Account & Incident Manager you will be in charge of building and maintaining the relationship with vyking’s partners by understanding their operations, goals and attending to their needs and requests on a daily basis. You will also share show a hands-on approach and become part of a highly success-driven and simply awesome team.

For this client-facing role, you will need an in-depth technical IT background and outstanding customer service skills, working with technical teams, stakeholders and clients. You will take ownership for all incident communication, including actions and updates, reporting, post incident measures, ensuring any concerns are proactively addressed. To ensure client satisfaction, it is paramount that you are continually looking to improve existing processes and preventative measures.

Experience

• Work experience as an in Account and/or Incident Management in the Software Development area. Additional experience in the iGaming industry is beneficial.

• Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

• Experience in delivering client-focused solutions based on customer needs

• Ability to manage multiple projects at a time while paying strict attention to detail

• Good listening, negotiation and presentation skills

• Good verbal and written communications skills in English and preferably a further language

Responsibilities

• Increasing and maintaining operators’ satisfaction by ensuring that all the requests and needs are met according to their standards.

• Collecting and communicating operators’ requirements and working closely with Product Owners, Project Managers and other Stakeholders to ensure a fast and effective delivery.

• Communicating regularly and building long-term relationships with high end decision makers.

• Attending meetings and visiting operators to discuss potential business growth opportunities and possibilities to improve products delivery and overall service quality.

• Delivering product-specific trainings to all the operators included in the portfolio.

• Making use of tools and admin panels to provide quick assistance to operators’ daily needs.

• Responding to a reported service incident, identifying the cause, and initiating the incident management process.

• Develop and maintain the incident management processes and procedures.

• Monitor effectiveness of incident & problem management and make recommendations for improvement.

• Flag and escalate major incidents.

• Liaise with the product owners & technical staff to resolve incident escalations.

Other specifications

• Advanced technical knowledge is required.

• Eagerness to work in a highly goal-driven team of tech and igaming specialists.

• Experience of working with a CRM or Business Intelligence tools is a plus. English language is mandatory, additional language skills are a benefit.

• Commitment to address incidents and urgent customer queries outside business hours is expected.