The Account Manager oversees Live Casino B2B client management, ensuring operational efficiency and strong client relationships through coordination and communication.
Position Overview
The Account Manager is responsible for day-to-day operational management and long-term relationship development with existing Live Casino B2B clients. This role acts as the single point of ownership for assigned accounts, ensuring smooth operations, clear communication, and consistent delivery of client requirements across internal teams.
The position is fully operational and focuses on coordination, SLA control, follow-ups, and execution. The Account Manager works closely with Floor Operations, Technical teams, and other internal stakeholders to translate client needs into concrete actions.
Strong English communication skills and proven experience in Live Casino operations are essential for this role.
Key Responsibilities
- Act as the primary point of contact for assigned Live Casino clients.
- Maintain full ownership of client-related knowledge, requirements, history, and operational specifics in one central place.
- Build and maintain long-term professional relationships based on trust, reliability, and responsiveness.
- Handle daily communication with clients in a structured and professional manner.
- Collect, understand, and clarify client requests, operational needs, and concerns.
- Proactively follow up on all open topics, action items, and pending requests.
- Follow up with internal teams to ensure tasks are not delayed or ignored.
- Translate client requests into clear, actionable tasks for internal teams (Floor Operations, Technical, IT, QA, etc.).
- Monitor progress, control deadlines, and ensure quality of execution across all client-related activities.
- Ensure client SLAs, operational agreements, and expectations are met consistently.
- Escalate risks, blockers, or deviations in a timely and structured manner.
- Act as a coordination lead during incidents, escalations, or complex operational situations.
- Understand and follow both internal SOPs and client-specific operational processes.
- Support alignment of internal workflows with client requirements.
- Prepare regular client reports, including performance updates, operational summaries, incidents, and follow-ups.
- Maintain structured documentation related to accounts, processes, and agreements.
- Support onboarding of new internal team members by sharing client-specific knowledge when needed.
- Take ownership of operational topics related to assigned clients and drive them to resolution.
Requirements
Experience
- Proven experience in Live Casino operations is mandatory.
- Previous experience as an Account Manager, Operations Manager, or similar role in B2B iGaming.
- Experience working with Asian clients and operators is a strong advantage.
- Background in coordinating technical and operational teams in a 24/7 environment.
Skills & Knowledge
- Excellent spoken and written English (must-have).
- Ability to work with reports, operational data, and performance summaries.
- Strong follow-up discipline and ability to manage multiple parallel tasks.
- Clear understanding of SOPs, SLAs, and structured operational processes.
- Ability to convert client requests into concrete tasks and control their execution.
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