Customer Account Manager

London
Gaming and Production

At Improbable, we’re bringing together technology and games to create new opportunities and experiences. In order to achieve this, we need unique perspectives from diverse people, empowered to revolutionise how online games are made, delivered and paid for.

We believe one of the biggest, most impactful changes to the way we live our lives is going to come from the medium of games. Realising new communities, societies and vocations through virtual worlds is what drives our people and gives them purpose.

Your Mission:

Our customers use SpatialOS to create previously unimagined games. You would be working on Improbable’s front lines, directly with these customers on their projects, and you would be responsible for ensuring the success of these games by solving the problems that everyone else gave up on as impossible. Our customers create everything from small, indie projects to AAA console games and they're going to need your help to realise the full potential of SpatialOS. The platform is under constant improvement which means that this can be a rollercoaster ride, but one thing that’s guaranteed is that you'll never be bored at Improbable. |

Outcomes

As a Customer Account Manager, you're responsible for ensuring the given game projects are on track and that we are delivering on our committed customer requirements. You'll be coordinating Improbable resources to respond to customer emergencies, working with key contacts at our customers to surface issues and product feedback, driving the constant improvement of our work, and generally making sure that our team is always on point and always on time.

/ You will own the relationship with the customer on a given game project for a number of Improbable’s customers.

/ Understand customer requirements from the platform, and escalate issues accordingly. Should also independently push for solutions by leveraging contacts across all of Improbable

/ Create and maintain real-time reporting of responsiveness, service quality and customer satisfaction and use the data to help drive Improbable’s customer centric culture

/ Monitor customer satisfaction and ensure the resolution of emerging issues in real-time

Competencies

  • Excellent communication skills, and a highly-proactive personality
  • Must have a technical aptitude
  • Experience as a producer in games or a project manager in software development would be beneficial
  • Prior customer relationship experience is a must

Equal Opportunity

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Improbable are made up of an incredible range of talented people. Improbable is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.