Account Representative

As an Account Representative, you'll build and sustain strong relationships with Brightstar Lottery’s Instant Ticket and Fast Play customers. You are the subject‑matter expert for game design and product portfolio development, owning each account and the full life cycle, from concept through launch. You translate customer needs for internal teams (and vice versa), guide priorities, and support reporting for leadership. This is an onsite role at the Lakeland, Florida facility location, with a focus on delivering a seamless, customer‑facing experience across all instant ticket and Fast Play productions.

What You’ll Do

Lead & collaborate

• Serve as project lead for assigned games and initiatives; partner with Game Planners to develop game specifications.
• Provide oversight, coach new team members, and share best practices; act as the Account Services SME.
• Triage and prioritize inbound requests, especially during high‑volume periods.
• Support department leadership with required reports and insights.

Customer relationship & account management

• Build trusted relationships and clear communication with customers and internal stakeholders.
• Develop deep expertise in instant‑ticket gameplay strategy; recommend solutions throughout development.
• Join customer and cross‑functional meetings/calls; collaborate with other SMEs to resolve issues.
• Review customer launch schedules and portfolios; advise using industry trends and performance signals.
• Partner with the Account Executive to shape game plans for each account.
• Understand customer needs and opportunities via Marketing Analytics/Same Store Sales reviews and category analyses; identify product opportunities.
• Use Brightstar innovation to deliver compelling, market‑relevant designs for existing and prospective customers.
• Drive customer profitability by effectively managing available options.
• Contribute to Brightstar’s broader product portfolio strategy.
• Onboard new customers by capturing and documenting requirements.

Project management & delivery

• Build timelines that meet requested delivery dates; coordinate with internal teams to stay on track.
• Monitor games through printing and packaging to ensure compliance with customer requirements.
• Resolve issues with press personnel, production management, or other stakeholders as they arise.

Game design & development

• Submit clear, complete creative briefs to the Creative Design team based on customer orders and standards.
• Create prize structures (including GLEPS) aligned to mechanics and instructions; ensure accurate prize language.
• Review mechanics and playability; refine parameters and provide recommendations to the customer.

Process & systems

• Participate in cross‑functional projects to improve processes.
• Support the team in resolving press/production issues.
• Share responsibility for system maintenance and enhancements (e.g., WebCenter, GMS); provide user support and training.
• Perform other duties as assigned to meet business needs

Brightstar policies

• Adhere to all company policies, including Code of Conduct, Confidentiality, Information Security, and Environmental Compliance.

• Bachelor’s degree in Business, Sales, Marketing, Finance, Printing, or related field or equivalent experience.
• 6+ years of dedicated customer service or account management experience in a related industry/role.
• 3+ years of industry experience in printing, lottery, or manufacturing.