Customer Success Trainer

This role can be located in Sydney, Newcastle or Canberra.

You will conduct functional and technical product training using various delivery methods (Face to face, Zoom, Telephone & via Remote desktop). You will demonstrate your prior industry experience around the day-to-day operational activities of gaming venues with a focus on Gaming, Marketing, Membership, Cashflow, back of house procedures and digital content management. You will be required to liaise and communicate with internal resolver groups and collaborators where required and have a demeanor that will enable you to analyze and prioritize issues at hand and bring up issues when the need arises. There is an optional on-call component committed to this role.

What You'll Do

• Provide on-site pre and post installation training and support for Aristocrats Venue Management Systems, Applications, and web-based products 

• Develop structured training courses and supporting documentation (when required)

• Develop and maintain customer relationships

• Update call tickets with necessary information in line with our service levels and advance when appropriate to our Senior Technicians and or Management

• Provide input into the development of new products (when required)

• Assist with Operational Acceptance Testing (OAT) on new and existing products

• Work with sales on new bids and tenders

• Work effectively with customers, product developers, customer support and sales to provide innovative and sound instructional solutions to ensure effective use of company products

• Manage Client calls utilising our Call Management System (Salesforce)

• Participate in and support the overall CXS strategy

What We're Looking For

• Epic customer service skills

• A love for helping people and an appetite to learn

• Formal training qualifications i.e. (Cert IV – Desirable)

• Advanced knowledge of Microsoft Word, Excel, and Power point

• Experience in cashflow analysis within the gaming and casino industry or a comprehensive understanding of financial analysis

• Extensive experience in the technology sector is desirable

• Knowledge of Casino and/or club operational procedures would be an advantage

• Considerable hands-on experience in the delivery of formal training programs.

• Exceptional presentation, organizational, oral, and written communication skills, including the ability to write training and procedural documentation

• Demonstrated ability to work collaboratively and across all areas of the organization

• Instructional proficiency coupled with and mixture of strong technical and interpersonal client facing skills

• Proven application/technical training experience ideally within the gaming environment and in particular, cash-flow analysis and reconciliation procedures

• Ability to travel to customer sites to deliver training

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.