Account Manager - Player Support

Position: Account Manager

Department: Player Support

line manager:

Regional Player Support Manager & Site Manager

objective:

Develop Processes and People towards maximizing client satisfaction towards peak efficiency

Overview: We are looking for an additional Account Manager to join our Player Support Team. This is a fantastic opportunity to build and lead a remote team of 30+ in support a well known and beloved IP for a major gaming partner. You will work to closely with our client to drive quality and efficiencies in service delivery.  Our preferered candidate would be a a gamer and have experience working the games industry.

Duties:

• Efficiently manage a team of up to 4 Team Leaders (Potentially Higher)
• Ensure employee performance evaluation  within the coordinated team;
• Efficiently manage resourcing to ensure SLAs are met
• Directly handle Client issues which the Team Leads cannot provide an answer for.
• Set KPIs and development plans for Team Leads;
• Coach and train TL’s to ensure a first class customer experience;
• Oversee the delivery of customer support for a specific client whose service will be delivered through email channels;
• Responsible to carry out any other activities that lead to a better management of requests, to meet the tasks, to become part of the team, thus ensuring the smooth running of business.
• The employee is made aware of the working procedures upon employment and must comply with the existing ones and those which may arise during collaboration.
• Ensure all operations are carried on in an appropriate, cost-effective way
• Improve operational management systems, processes and best practices
• Help the organization’s processes remain legally compliant
• Formulate local strategic and operational objectives
• Examine financial data and use them to improve profitability
• Perform quality controls and monitor production KPIs
• Find ways to increase quality of customer service
• Perform any other job-related duties and as directed by the line manager;
• Ensure billing is accurate for all supported clients
• Develop creative solutions for complex client requests

Requirements

• Technical Skills: Knowledge of organizational effectiveness and operations management

• Experience budgeting and forecasting

• Familiarity with business and financial principles

• Excellent communication skills

• Outstanding organisational skills

• Communication Skills: Knowledge of foreign languages is an advantage (French, English, German, Spanish, Dutch, Russian and Japanese); Verbal and oral communication (active listening, consistency and clarity of expression, neat vocabulary, appropriate body language);

• Positive attitude, ability to work in team;
• Team management: Prioritize activities and carry them out effectively;
• Personal Management: Eager for development; results oriented; attention to details
• Correctly define the specific problems of his/her activity and can provide effective solutions.
• Constantly concerned about personal development and the development of the team.

Benefits

Competitive Salary

Medical, Dental, Vision, 401k with matching

Who we are 

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.  

Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit www.ptw.com.