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Boston, Massachusetts, United States
Onsite
The Senior Account Director will lead the strategic direction, execution, and performance of all account management activities across the region. This role leads all aspects of a group of Senior Account Managers and is responsible for ensuring outstanding customer success, operational excellence, and long-term growth of the iLottery program. The ideal candidate is a seasoned leader with deep experience in client relationship management, contract oversight, and cross-functional collaboration in a fast-paced, regulated environment.
What You'll Do
Leadership & Team Management
Lead, mentor, and develop a high-performing team of Senior Account Managers across North America.
Establish clear goals, benchmarks, and performance metrics aligned with business objectives.
Develop a culture of accountability, collaboration, and continuous improvement.
Strategic Customer Success
Serve as the executive sponsor for key iLottery accounts and vendor partnerships.
Drive strategic alignment between customer goals and internal delivery capabilities.
Oversee the development and execution of joint success plans with customers.
Operational Oversight
Ensure consistent delivery of services and fulfillment of contractual obligations across all accounts.
Monitor and improve service level performance, issue resolution, and customer satisfaction.
Lead cross-functional initiatives to optimize account operations and support scalability.
Contract & Compliance Management
Be responsible for contract negotiations, renewals, and compliance with SLAs and regulatory requirements.
Partner with legal and finance teams to handle risk and ensure contractual integrity.
Market Strategy & Growth
Analyze market trends and customer feedback to inform strategic decisions.
Find opportunities for expansion, upsell, and innovation within existing accounts.
Collaborate with product and marketing teams to align offerings with customer needs.
Executive Reporting & Insights
Provide regular updates to executive leadership on account health, risks, and opportunities.
Deliver actionable insights based on performance data, customer feedback, and market intelligence.
What We're Looking For
Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
15+ years of experience in account management, customer success, or operations leadership.
5+ years of experience in the iLottery or gaming industry, with direct oversight of Lottery partnerships.
Consistent record of leading large teams and handling complex customer relationships.
Strong critical thinking, negotiation, and communication skills.
Deep understanding of contract management, SLAs, and regulatory environments.
Ability to travel as needed across North America.
Executive presence with the ability to influence senior partners.
Passion for customer success and operational excellence.
Experience working with government or public sector clients.
Familiarity with digital gaming platforms and emerging technologies.
This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
