Operations Account Manager
The Operations Account Manager role at GR8 Tech is designed to guarantee operational stability and performance across an assigned client portfolio. The individual in this position acts as the primary operational owner, responsible for driving client retention and account growth by orchestrating internal technical teams and ensuring that all contractual commitments are consistently met.
This role involves managing day-to-day communications with iGaming clients, serving as the main point of escalation for operational issues, and building strong relationships with key stakeholders. The position requires a proactive approach to identifying friction in the client lifecycle, introducing new platform features, and managing contract renewals to ensure long-term account health.
- Own operational success and day-to-day communication for a dedicated portfolio of iGaming clients.
- Act as the primary escalation point for operational issues, driving rapid resolution and post-incident communications.
- Build trust with key client stakeholders to ensure long-term retention and account health.
- Coordinate internal delivery across Payments, Customer Support, Affiliates, and Development teams to satisfy client requests.
- Track client SLAs, monitor key performance metrics, and deliver routine operational performance reports.
- Document operational processes, track product feature requests, and maintain status visibility for all stakeholders.
- Spot friction in the client lifecycle and propose concrete automation or workflow improvements.
- Introduce new platform features, upgrades, and product capabilities to clients while gathering structured product feedback.
- Manage contract renewals, track compliance requirements, and ensure delivery against agreed contractual terms.
- 2-3 years in account management or project delivery, with at least 1 year directly in iGaming (required).
- Advanced English and fluency in Ukrainian or Russian (required).
- Hands-on experience with task management tools (Jira, Confluence, Miro) and SDLC workflows (required).
- Fundamental understanding of web services, APIs, and technical integrations (required).
- Exposure to entry-level commercial discussions or contract renewal negotiations (required).
- Working proficiency with MS Excel, PowerPoint, CRM platforms, and BI reporting tools (required).
- Strong communication skills to navigate escalations calmly and align cross-functional teams (required).
- Demonstrated ability to manage operational priorities independently with minimal supervision (required).
- Cafeteria annual budget for sports, medical, mental health, home office, or languages.
- Paid maternity/paternity leave and monthly childcare allowance.
- 20+ vacation days, unlimited sick leave, and emergency time off.
- Remote-first work environment with tech support and coworking compensation.
- Team events including online, offline, and offsite activities.
- Learning culture with internal courses and growth programmes.
GR8 Tech is a business-to-business iGaming software provider headquartered in Limassol, Cyprus, supplying sportsbook and casino platform technology to operators. It is the rebranded B2B arm of Parimatch Tech, spun out from the consumer Parimatch brand in 2023. The company's modular platform supports millions of active users across more than 40 countries, maintained by a team of over 900 specialists. GR8 Tech focuses on high-performance, scalable sportsbook and gaming infrastructure.
