Senior Account Manager

Senior Account Manager | Gibraltar or Remote | B2B iGaming
Working Pattern:
Full-Time
Contract:
Permanent
Department:
Account Management / Client Services
About the Role
Our client is a fast-growing B2B iGaming solutions provider, and they are hiring a Senior Account Manager, based in Gibraltar with remote working considered for the right person. This is a client-facing role at the heart of a B2B platform business, owning a portfolio of operator clients and making sure the platform and services are delivered on time, issues are driven to resolution, and relationships stay strong.
The Senior Account Manager manages a portfolio of assigned operator clients, acting as their trusted advisor and primary point of contact, and coordinating across the Product, Delivery, Project and Service Management teams to deliver solutions that meet client needs. It is a role that rewards someone who understands the iGaming industry from the inside, knows what good account management actually looks like day to day, and can juggle multiple clients and priorities at once while using their own initiative.
This Senior Account Manager role suits an experienced account manager from the iGaming or gaming supplier side specifically. Our client has found that people who have worked as an Account Manager for a gaming supplier, or in a very similar role, tend to adapt fastest, more so than those with broad industry experience but no account management background. Based in Gibraltar, or remote for the right candidate, you will be the client's voice inside the business and the business's steady hand for the client.
Key Responsibilities
Develop and maintain strong relationships with a portfolio of operator clients, becoming a trusted advisor on their business needs and objectives, and acting as their primary point of contact throughout the project lifecycle.
Manage and track the status of client deliverables end to end, ensuring timely delivery and a high level of client satisfaction, and keeping clients updated on progress, issues, resolutions and blockers through agreed channels and an agreed cadence.
Coordinate across cross-functional teams, including Sales, Marketing, Product, Project, Engineering and Service Management, to make sure client projects and business-as-usual deliverables land successfully, and to bring incidents and bugs to closure.
Follow a process-driven approach to client requests, from general queries to incidents and new requirements, making sure priorities are clear across the organisation and that there is enough information on priority topics to move them to closure. Show a genuine sense of urgency, chasing internal follow-ups, updating clients and removing blockers.
Maintain robust documentation of client communication, including minutes, email threads, forums, the client hub and Jira boards, so there is always a clear trail of meetings, queries, incidents, requirements and escalations. Act as an escalation point for technical issues, using the internal escalation matrix effectively and providing transparent communication on progress and status.
Identify upsell and cross-sell opportunities and work with the Sales team to grow existing accounts, monitoring client satisfaction scores and KPIs and sharing action items with the relevant functions.
Represent the client's priorities in all internal discussions so their needs are consistently pushed forward, and meet with clients when they are available locally or at trade events to review their account and discuss ongoing items.
What We're Looking For
This role calls for genuine iGaming account management experience. Our client is specifically looking for people who have been an Account Manager at a gaming supplier, or in a closely comparable role, as they tend to adapt fastest.
Around 3+ years in B2B account management or a very similar role, ideally gained on the supplier side of the iGaming or gaming industry
A strong understanding of the iGaming industry and of what the account management role actually involves day to day
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
Strong organisation and the ability to manage multiple clients and projects at the same time, as multitasking is central to this role
The initiative to spot what needs doing and move it forward without waiting to be told
Experience coordinating across cross-functional teams to deliver client solutions
The ability to identify client needs and provide effective solutions, staying calm and effective in a fast-paced environment
Comfortable managing your own workload and delivering results, whether based in the Gibraltar office or working remotely
Advantageous
Experience working closely with a Product team
Familiarity with Player Account Management (PAM) platforms or similar enterprise iGaming pla