Overview:
The Technical Customer Services function is central to the success of Games Global’s customer partnerships. The Technical Customer Success organisation brings together post-integration technical success management, customer and partner integrations, and content aggregation to ensure customers realise maximum value from the Games Global platform.
Working closely with Product, Engineering, Commercial and Operations teams, the function ensures seamless onboarding, stable and scalable integrations, effective aggregation of third-party content, and ongoing technical success throughout the customer lifecycle.
The Head of Technical Customer Success is responsible for defining and leading the strategy, performance and continuous improvement of customer-facing technical success, integrations and aggregation capabilities at Games Global. The role provides senior leadership to managers and team leads, ensuring customers are successfully integrated, supported post-integration, and able to operate and grow revenue efficiently on the Games Global platform.
Responsibilities:
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Define, own and evolve the Technical Customer Success strategy, covering post-integration success, customer integrations and content aggregation.
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Translate company, product and customer experience strategies into clear, executable plans for Technical Customer Success.
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Ensure the function scales effectively to support business growth, new markets and increasing platform complexity.
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Own departmental priorities, capacity planning and long-term roadmap alignment.
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Lead, coach and develop managers and team leads across Technical Success, Integrations and Aggregation.
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Set clear objectives, KPIs and performance expectations aligned to customer and business outcomes.
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Build strong succession plans, role clarity and career pathways to support retention and internal progression.
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Foster a culture of accountability, collaboration, continuous improvement and customer obsession.
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Act as a role model for leadership behaviours aligned with Games Global values.
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Ensure customers achieve their desired technical and operational outcomes following integration.
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Drive proactive engagement models that maximise product adoption, platform stability and long-term customer value.
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Own executive-level technical relationships with key customers, acting as a trusted partner and escalation point.
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Champion the voice of the customer internally, influencing product, platform and process improvements.
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Oversee the successful onboarding and integration of new and existing customers and partners.
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Own and govern the integrations and aggregation pipeline, ensuring effective prioritisation and delivery.
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Ensure consistent, high-quality integration standards, processes and documentation are in place.
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Drive automation, standardisation and optimisation to improve speed, quality and scalability of integrations.
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Maintain oversight of integration risk management, issue resolution and dependency management.
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Work closely with Product, Engineering, DevOps, Commercial and Support teams to ensure seamless end-to-end delivery.
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Translate customer and market needs into actionable requirements and prioritised initiatives.
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Contribute to strategic initiatives including platform evolution, regulatory change and new market entry.
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Ensure alignment and effective communication across all stakeholders.
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Define and monitor KPIs, SLAs and success metrics across Technical Customer Success, Integrations and Aggregation.
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Use data, insights and customer feedback to drive service improvements and operational efficiency.
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Ensure consistent global processes, tools and governance frameworks are implemented and reviewed regularly.
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Proactively identify risks, inefficiencies and improvement opportunities, driving timely corrective action.
Qualifications:
Essential
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Strong leadership skills
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Leadership experience at least 3, preferably 5 years
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Ability to lead and motivate technical teams
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A customer focused approach with a Technical or analytical background.
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Understanding of APIs, RESTful services, and cloud‑based platforms.
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Strong technical understanding of casino platforms and aggregation platforms.
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Good understanding of computer systems, mobile devices, and other technology products
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Excellent verbal and written communication skills.
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Experience working with product and technical teams.
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People management experience with proactive mindset.
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Proven strength in solving technical problems by guiding and encouraging cross-team collaboration, ownership, and accountability.
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Plans and prioritises effectively to ensure optimum use of time.
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Able to explain complex issues simply and concisely to different audiences.
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Is highly motivated and with a positive attitude with an ability to use initiative and take the lead.
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Takes a structured and data-driven approach to tracking business progress ensuring follow up, understanding, and action.
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Ability to multitask and effectively prioritize critical tasks and conflicting / changing requirements
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Ability to incorporate company vision, mission, and values in decision making
Desirable
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In depth knowledge of Games Global products.
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Experience in the e-gaming industry.
