Customer Success and Solution Adoption Specialist (Gaming System)

The Customer Success and Solution Adoption Specialist will serve as the primary functional customer-facing resource for casino management system customers in the United States. The role is responsible for helping customers understand, adopt, and gain value from the system through pre-sales support, product demonstrations, user training, go-live guidance, adoption follow-up, and customer satisfaction tracking., * Support pre-sales activities by preparing and delivering functional product demonstrations, explaining casino management system workflows, and responding to customer questions from an operational and business-user perspective.

• Act as a functional power user of the casino management system, with strong knowledge of core workflows such as player management, loyalty, cage, slot/table operations, reporting, and customer-facing operational processes.
• Gather and document customer business requirements, operational pain points, training needs, and adoption risks for review with Asia product, implementation, and technical teams.
• Prepare training materials, user guides, demonstration scripts, quick reference documents, and adoption support materials for casino executives, supervisors, operators, and system users.
• Conduct user training sessions, workshops, and go-live readiness briefings for customer operational teams.
• Support go-live activities by guiding users through system workflows, answering functional questions, tracking user concerns, and coordinating issue follow-up with Technical Operations Specialists.
• Monitor customer adoption after go-live, identify usage gaps, collect feedback, and recommend improvement actions to increase customer satisfaction and solution value.
• Maintain regular customer communication, track customer satisfaction, and escalate adoption risks, customer complaints, or recurring functional issues to the appropriate internal teams.
• Contribute to customer success reporting, including training completion, adoption progress, customer feedback, open issues, and follow-up actions.
• Support knowledge transfer from Asia teams to U.S. customers and from U.S. customer feedback back to Asia product and management teams.

• Bachelor's degree in business, hospitality management, information systems, gaming management, or a related field, or equivalent practical experience.
• 3 to 5 years of experience in customer success, implementation support, training, casino operations, hospitality systems, gaming technology, enterprise software, or a related customer-facing role.
• Strong communication, presentation, facilitation, and customer relationship skills.
• Ability to learn complex software workflows and explain them clearly to non-technical users.
• Strong documentation skills, including the ability to prepare training guides, process notes, adoption reports, and customer follow-up summaries.
• Ability to work independently with customers while coordinating across remote Asia-based management, product, and technical teams.
• Awareness of casino operational environments, customer service expectations, data sensitivity, and regulated business processes.

Pulled from the full job description

• Work from home
• Flexible schedule