Account Representative II

Overview

As part of the Account Services team, the Account Representative is responsible for developing and maintaining the relationship with Brightstar Lottery’s Instant Ticket and Fast Play Customers. The Account Representative is a subject matter expert for all game development and product portfolio development. This role assumes ownership of each customer account and all projects and games associated. Additionally, this role communicates Customer needs and changes to internal departments, and vice versa, as part of the game development process. The Account Representative works with assigned Customers throughout the entire development cycle starting from concept to game launch and manages the full cycle, Customer-facing experience for the instant ticket & Fast Play game production.

As a subject matter expert, the Account Representative provides oversight and guidance, coordinates and prioritizes inbound requests as needed, and assists the department management with reporting.

Responsibilities

• Functions as a project lead for all games and projects
• Partners with assigned Game Planners to develop game specifications
• Provides oversight and guidance and participates in training new members of the Account Services team
• Coordinates and prioritizes inbound requests, especially in high-volume times
• Responsible for providing training and support of other team members
• Will act as a subject matter expert for the Account Services team
• Assists the department management with reporting as needed
• Build and maintain relationship and communication with the customer and internal stakeholders
• Develop expertise in instant ticket game play strategy and offer recommendations and solutions to the Customer during the game development process
• Participate in meetings and conference calls with Customers, internal stakeholders, and work in partnership with other subject matter experts to solve issues or concerns
• Review Customer launch schedules and product portfolio and offer recommendations based on industry trends and performance
• Alongside the Account Executive, develop game plans for accounts
• Occasionally travels and stays overnight within assigned territory to present information and develop game plans with assigned Customers
• Understanding of customer needs and opportunities, as identified through collaboration with Marketing Analytics/Same Store Sales business analytics and category reviews for identification of product opportunities
• Leverage Brightstar Lottery innovation to establish advantage. Provide compelling and market-relevant game designs to existing and prospective customers
• Drive customer profitability through effective management and utilization of options
• Contributes to the development and management of Brightstar’s Product Portfolio
• Develop project timelines based on the Customer's requested delivery date. Work with internal stakeholders to ensure compliance with the timeline
• Monitor games throughout the printing and packaging process for compliance with Customer requirements
• Resolve any issues that may arise with press personnel, production management, or other stakeholders

Qualifications

• Follow all policies such as Code of Conduct, Confidentiality, Information Security, Environmental Compliance, etc
• Bachelor’s degree in Business, Sales, Marketing, Finance, Printing, or related field, or equivalent experience required
• 6+ years of dedicated customer services or account management experience within a related industry or position
• 3+ years of industry experience in printing, lottery, or manufacturing
• Strong skills in time management and project management
• Excellent written and verbal communication skills, with intermediate skills in math
• Strong skills in Microsoft Excel formulas and calculations
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat
• The ability to create Prize Structures and Guaranteed Low-End Prize Structures (GLEPS) is required
• Strong attention to detail and a commitment to quality
• A high degree of professionalism and strong work ethic coupled with a sense of responsibility and integrity
• Excellent interpersonal skills, dependability and the ability to communicate with all levels in the organization required
• Excellent meeting planning, project management, and organizational skills required
• Excellent judgment and discretion required in handling highly sensitive and confidential information in a respectful manner
• Strong initiative and good judgment are a must
• Ability to lead meetings with both customers internal stakeholders
• Ability to work under minimal supervision under tight time constraints
• Ability to work independently, but also partner as a team player
• Must be able to speak clearly and persuasively. Expresses self well in-group or in one-to-one conversations. Possess strong interpersonal skills.

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

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