We are looking for a Head of Account Management for our B2B Live Gaming & RNG Software provider. 

We are seeking a dynamic leader to head our account management team, strengthening client relationships and driving business growth with our gaming solutions.

This position presents a thrilling opportunity to shape the future of the department and the company and promote personal development within the gaming industry.

Responsibilities:

1. Strategic Leadership:
   • Develop and implement strategic account management plans to drive revenue growth and meet the company’s business objectives in the live gaming sector.
   • Identify new business opportunities and partnerships to expand market presence and increase client base.
2. Client Relationship Management:
   • Foster and maintain strong relationships with key B2B clients to ensure high levels of customer satisfaction and loyalty.
   • Serve as the primary point of contact for top-tier clients, addressing their needs and resolving any issues efficiently.
3. Team Development:
   • Lead, mentor, and develop a team of account managers, providing guidance and support to enhance their performance and professional growth.
   • Set clear performance goals and conduct regular performance evaluations to ensure team objectives are met.
4. Operational Excellence:
   • Oversee the day-to-day operations of the account management department to ensure seamless service delivery to clients.
   • Develop and implement streamlined processes and best practices to enhance team productivity and efficiency.
5. Market Research and Analysis:
   • Stay updated on industry trends, market developments, and competitors’ activities to provide clients with informed recommendations.
   • Analyze market data to identify areas for improvement and propose strategic adjustments to account management practices.
6. Communication and Reporting:
   • Prepare detailed reports and updates for senior management on account management activities, client feedback, and revenue forecasts.
   • Facilitate regular communication between clients and internal teams to ensure alignment on business objectives and project status.

Requirements:

1. Educational Background:
   • Bachelor’s degree in business, Marketing, or a related field. An MBA or advanced degree would be advantageous.
2. Experience:
   • Extensive experience in account management within the iGaming industry, specifically in B2B. live gaming environments are an advantage.
   • Proven track record of managing and growing key accounts and driving revenue growth in a competitive market.
   • People management experience is a must.
3. Skills:
   • Strong leadership and people management skills, with the ability to inspire and motivate a team.
   • Excellent communication and negotiation skills, with a proven ability to build and maintain strong client relationships.
4. Technical Knowledge:
   • In-depth understanding of the iGaming sector, including regulatory requirements and emerging trends in live gaming.
   • Proficient in using CRM software and other tools used for account management and data analysis.
5. Personal Attributes:
   • Results and commercially driven and strategic thinker with strong analytical skills.
   • Ability to work under pressure, meet tight deadlines, and adapt to a fast-paced and dynamic work environment.
6. Language:
   • Proficiency in English, with exceptional verbal and written communication abilities.

By effectively overseeing the account management function, the Head of Account Management will play a crucial role in driving the company’s growth and enhancing its competitive edge in the iGaming industry, particularly in the B2B live gaming segment.

We are seeking an operations Manager to manage its high end Video Production facility in Medellin, Colombia.

Key Responsibilities:

• Manage, oversee, and lead a team of managers, to ensure uninterrupted and smooth operation of Live Streaming Studio.
• Oversee that the technical team keeps and apply appropriate maintenance procedures for the equipment in the studio and maintain quick problems resolution and smooth 24/7 operation.         
• Responsible for directing work; authoring and discussing with managers performance appraisals; addressing performance plans and build corrective action plans.
• SLA – Direct the team to ensure the uninterrupted operation of the production facilities, meeting the company’s SLA.
• Ensure that the operation meets the company objectives and strives for new achievements.
• Maintain a safe, secure and comfortable working environment.
• Building operational SOP’s; Insure the execution of workflows and operational processes of the live streaming studio.
• Maintain continuous and organized communication with the local team managers and communicate periodically with clients and management.
• Oversee company`s projects in the facility associated with the launch of new studios, managing their timeline, budget and roadmap.
• Ensure that quality and service standards are enforced; Identify solutions and recommend system improvement.
• Present periodic reports on the progress and prognosis of KPIs; Escalate issues when necessary.

Requirements:

• Education: Bachelor degree and above.
• Essential experience in management of large teams (150 people and more).
• Ability to manage live operations 24 hours a day, 7 days a week.
• Deep understanding of the since of urgency and commitment 24/7 operation requires.
• Open minded and quick resolution abilities.
• Exceptional organizational skills; Capacity to plan complex workflows.
• Bilingual (Spanish and English).

We are looking for a highly organized Studio IT technician for our site in Medellin. As the Studio IT technician, you will also be responsible for the studio equipment and maintenance and assisting with protocols planning and implementation.

You will ensure that clients can make use of the studio safely and to its full potential for their projects.

Responsibilities:

·       Timely incident resolution, escalation and problem analysis and resolution.

·       Monitoring game performance, game availability, up-time and supporting with data collection and content optimization.

·       Working closely with the other teams and clients to ensure clear communication with regard to new table releases, maintenance activities, configurations changes and incident reports.

·       Day-to-day work process optimization to drive efficiency and accuracy in training, documentation, and procedural requirements.

·       Set up and maintain firewall configuration.

·       Assist with DVR and CCTV operation.

·       Assist with maintenance, assignment, retrieval, and inventory of audio, video, Background manufacture, gaming items and any other equipment in the studio.

·       Carrying out and supervising installation of audio and video equipment.

·       Setting and adjust Light and Camera settings.

·       Supervising the support team to ensure the correct functioning of all facility equipment in general.

·       Assist with creating support materials for technical personnel (Guides, manuals, Flow Diagrams, etc.) on the processes of different clients and infrastructures.

·       Carrying out and supervising competent maintenance of the company’s equipment.

·       Working alongside remote teams on definition, prioritization, and execution of av\audio\IT Tasks and projects.

·       Assist with all activities related to testing the correct operation of all software and hardware production areas.

·       Identify, plan and execute information system needs/changes in a timely fashion.

·       Act as a point of contact and direct line of communication to various departments and external providers.

·       Update the studio management for updates and issues on a daily, weekly and monthly basis.

Requirements and skills:

·       Good communication and organizational skills.

·       High level of written and verbal communication English skills.

·       Detail oriented; not only to notice the small details but care about them so nothing goes wrong.

·       Excellent interpersonal and relationship management skills.

·       Ability to work different hours, weekends, holidays by need.

·       Experience in Live studios/ TV/ Internet broadcasting – a plus.

·       Preferably 6+ years of experience.

·       Experience of office tools.

·       Experience of video editing software.

·       Experience of CCTV systems, mounting cameras.

·       AutoCAD management.

·       Assembly and repair of hardware (PC, modems, others).

We are looking for a DevOps engineer to manage our company’s local networks, server infrastructure and system provisioning. The primary duties are guarantying the operational status of the different studios according to our SLAs. 

Medellin, Antioquia

Role responsibilities

We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service.

Job Description:

• Daily management of the Help Desk support center, including setting goals, routines, performance analysis, and process improvement.
• Leading a professional support team, providing guidance and direction in responding to clients and management inquiries.
• Managing time, prioritizing tasks, and setting duties for the support team while meeting SLA and service quality goals.
• Create and monitor ticketing system to ensure studio management smooth and in time resolution for clients inquiries.
• Identifying opportunities for service and efficiency improvement.
• Handling complex situations and finding creative solutions.
• Seek to improve the client feedback level and reduce response time.
• Serving as the primary point of contact with studio management and global management.
• Writing and maintaining work procedures and flow charts according to each studio and client.
• Manage the day-to-day support team employees – evaluations, vacations, schedule.
• Collaborate with cross company departments.

Job Requirements:

• At least 3 years of proven experience in managing a Help Desk support department in an organizational environment – mandatory.
• Deep understanding of Help Desk workflows and ticketing systems – mandatory.
• Bachelor’s degree in a relevant field with a specialization in Information Systems – an advantage.
• Certifications or specialized courses in relevant IT fields – an advantage.
• Initiative and a desire to lead change.
• Leadership and project/task management skills.
• Ability to work under pressure and meet goals.
• Experience dealing with challenges and overcoming resistance.
• A proactive approach to problem-solving.
• Extensive technical knowledge in the streaming and gaming field and the ability to assist the team when needed.
• High proficiency in English (speaking, writing, and reading).

Skills:

• Conflict and crisis management.
• High availability.
• Defining and monitoring the achievement of KPIs.
• Implementing significant technological changes.
• Strong service orientation and teamwork capabilities.

Flexibility and adaptability to change