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White Hat Gaming · 3 hours ago

Technical Account Manager

United States

Full-time

Remote

Mid Level

3+ years exp

White Hat Gaming is a cutting-edge iGaming platform that provides a flexible Player Account Management solution. The Technical Account Manager will be responsible for managing customer relationships, ensuring product adoption, and driving customer success through technical guidance and support.

CasinoGambling

Responsibilities

Act as a trusted technical advisor, owning the end-to-end technical customer relationship from onboarding through ongoing engagement

Drive customer success by supporting adoption, usage, and optimisation of the platform to ensure customers are competitive in their respective markets

Work with customers across multiple regions and time zones, aligning availability with client needs where required

Serve as the lead point of contact for all technical support activities across both pre-sales and post-sales phases

Build and maintain strong, long-lasting, and productive client relationships, focused on retention and long-term partnership

Proactively identify risks to customer satisfaction and take ownership of mitigation plans to ensure continued success

Address all product-related queries in a timely and professional manner

Work closely with the onboarding team and internal stakeholders, providing structured customer feedback to help identify potential new features, improvements, or enablement opportunities

Champion customer needs internally and ensure product roadmap prioritisation reflects customer impact and strategic alignment

Identify upsell, cross-sell, and expansion opportunities by understanding customer goals, usage patterns, and evolving needs, partnering with commercial teams where appropriate

Proactively engage with assigned accounts through regular touchpoints and, when required, travel to meet clients face to face to discuss business growth opportunities, product improvements, and overall service quality

Communicate system updates, new product deliveries, and evolving requirements, ensuring customers remain fully informed and confident in the platform

While respecting a healthy work-life balance, be prepared to support occasional out-of-hours escalations when necessary, taking into account geographic time-zone sensitivities when prioritising tasks

Stay up to date with internal tooling and platform changes in order to effectively train, enable, and support customers

Attend and represent the company at industry events and exhibitions tailored to iGaming operators

Qualification

Technical Account ManagementDigital TechnologiesSoftware Development ConceptsCustomer Success ManagementStakeholder CommunicationProactive MindsetCustomer Relationship ManagementEnglish LanguageCollaborationProblem SolvingPresentation Skills

Required

A solid technical background of 3+ years with hands-on experience in digital technologies, gained in a Technical Account Manager, Customer Success Manager, or similar client-facing role

Familiarity with software development concepts, including full-stack technologies

A proactive, customer-first mindset with a strong sense of ownership and accountability

Experience collaborating with channel partners, system integrators, and third-party providers to deliver high-impact, customer-centric solutions

Ability to work independently, remain self-motivated, and collaborate effectively with stakeholders across all departments

Strong verbal and written communication skills in the English language

Demonstrated ability to communicate, present, and influence key stakeholders at all levels of an organisation, including executive and C-level audiences

Strong aptitude for understanding how technology products and solutions drive customer value and business outcomes

Solid experience managing tier-one customers in a fast-paced, service-driven environment