Account Manager, Operator Relationships

What the job is

This is not a sales role and it is not a support role. It is the person an operator calls when something matters, and the person who makes sure what they said reaches the people who can act on it.

Three things make up the week.

Knowing the operation. For each operator on your list: which markets they trade in, which payment rails they depend on, what their withdrawal policy is, where their revenue comes from, and what they are worried about this quarter. Not a CRM field. Actual understanding.

Running the cadence. A regular review with each operator, with an agenda that includes the things that went badly. Escalations followed through to a resolution rather than to a ticket number. Onboarding into new capabilities as they ship, and a straight answer when something they want is in active development rather than available.

Feeding the roadmap. You would be the main route by which operator reality reaches product. That means separating a request from the problem behind it, spotting when three operators are describing the same gap in three different vocabularies, and being willing to tell a colleague that something we shipped is not being used.

Growth follows from that work: operators who trust the relationship add brands and stay. Nobody here is measured on the number of calls booked.

The first ninety days

Weeks one to three. Learn the product properly. You will provision a brand yourself, configure it, run a deposit through it, and produce an audit extract. You cannot hold this relationship from a slide deck.

Weeks four to eight. Meet every operator on your list, in person where the geography allows. Come back with a written account of each business in their own words, including the thing they are unhappy about.

Weeks nine to thirteen. Establish the cadence and bring the first roadmap case. One well-evidenced piece of product feedback, with the operators it affects and what it is worth to them, presented to Product and Engineering.

What we need

• Three or more years in account management, customer success or partner management for a technical product sold to businesses. iGaming, payments or platform software all count.
• Enough technical fluency to hold a conversation about integrations, verification flows and payment rails without needing to find someone.
• The habit of writing things down. Our decisions live in text, and an unrecorded conversation did not happen.
• Straightforwardness. Telling an operator that a capability is in active development, rather than implying it is available, is the whole job in one sentence.
• Willingness to travel occasionally across the UAE, the UK and Europe.

What we do not need

• A contact book. We are not buying your network.
• Experience closing new business. Different skill, different role.
• Fluency in more than English, though a second European language is useful.
• A tolerance for over-promising. If you have been rewarded for it before, this will be an uncomfortable place to work.

Location and working model

Our commercial presence is in the UAE, the UK and Europe, and our engineering base is in Serbia. Dubai or London are the natural bases for this role, and we will consider remote within Europe for the right person.

Expect occasional travel to operators and a quarterly week with the engineering team in Serbia, because the shortest route from an operator problem to a fix is a conversation in the same room.

How to apply

Email contact@scalaralabs.com with the subject line Account Manager, Operator Relationships.

Send a CV or a profile, and a short account of one customer relationship you took over in poor shape: what was actually wrong, what you changed, and how you knew it had worked.

We read every application. If we are not going to take it further, we will tell you.