Craig Borden Email & Phone Number

Moncton, New Brunswick, Canada

As the primary point of contact for all customer account management matters, I successfully build and maintained strong, long-lasting client relationships. This involves developing trusted advisor relationships with key accounts and customer stakeholders, and ensuring the timely and successful delivery of our solutions according to their needs and objectives.Additionally, I proactively seek out opportunities to develop new business with existing clients, identifying areas for improvement and implementing strategies to meet sales targets. I provided top-tier customer support and communication, utilizing a range of mediums such as email, phone, online presentations, screen-share, and in-person meetings, as appropriate.As part of my role, I am responsible for monitoring and analyzing customer usage of our product, using these insights to further improve our offerings and services. I also play a key role in onboarding and integrating new clients, working closely with the production team to develop and maintain strong relationships with all of our clients.Ultimately, I act as a liaison between the customer and internal teams, ensuring that all projects and initiatives were aligned with client goals and objectives while also meeting our company's objectives.

Moncton, New Brunswick

As a Product Manager, I was responsible for managing the relationships between the business and appropriate support units, as they relate to requested service enhancements to production systems and applications. I led the delivery of effective solutions as requested by the business, while also assuming accountability for the reliable execution of release and deployment processes to meet service-level commitments.Additionally, I provided leadership in process development and management to support the effective delivery of product deployment solutions. This involved articulating the identity, value propositions, and vision of the consumer touchpoints with clearly stated goals, timelines, delivery expectations, and critical customer requirements to the business.As part of my role, I acted as a liaison between sales, marketing, and development to assist in the creation of product technical specifications. I provided input from all departments to the development team, coordinating design review meetings to ensure that new product introductions met customer objectives.Finally, I effectively managed staff to be accountable for their roles and responsibilities, managing results generated from the performance of these accountabilities as it related to the release and deployment of solutions.

As a proficient digital product specialist, I held a critical role in overseeing the management and development of existing as well as new digital-exclusive products offered on alc.ca. Serving as a liaison between the business, technology, and user experience, I effectively translated player-first and digital marketing strategies into actionable digital product roadmaps.As part of my role, I conducted thorough market analyses to define customer needs, assess user-friendliness, evaluate market potential, analyze competitive environment, and ensure profitability of potential products destined for alc.ca. This expertise enabled me to effectively collaborate with both internal and external stakeholders throughout the design, development, launch, and maintenance of all digital-exclusive products, ensuring that each product was of the highest quality and met the evolving needs of our users.

Lead Interactive Game strategic choices and vision, product and commercial innovations, and marketing elements across all media, while collaborating with multi-function teams and agency partners. Developed marketing plans to identify specific marketing tactics. Create plans to build on consumer and customer insights to deliver overall business objectives and strategies.Responsible for overall budget, sales and Brand health for Interactive Games on alc.ca.

Market Assessment - Achieved a clear understanding of Market segment and size, quantified revenue potential and assessed competition through analyzing market trends and drivers. Strategy Creation - Developed annual strategy that aligned objectives with company vision, prioritized target market, identified strategic partnerships, aligned operational initiatives, and identified risk.Product Release Planning - Responsible for defining business requirements documents, validated, prioritized and set scope for the year. Participated in creating various business requirement documents and product release plans. Product Design and Development - Ensured the right user experience by designing and validating the user experience, overseeing the testing process and validating commercial readiness. Product Roll Out and Launch - Oversaw and worked with various support channels and executed on the marketing plan with the assistance of operational and marketing departments. Responsible for category profit/loss and sales.

Created multiple A+ Multigame releases for Distributed (Lottery run) Markets.Managed a team of Game Designers, Artists, Programmers and Mathematicians.Created new graphic user interface (GUI) for next generation hardware and software.Created style guides for new technologies slated for the distributed lottery markets.Conducted target market research by developing and implementing qualitative and quantitative research initiatives. Conducted in-depth competitive analysis of competitors and their products and prepared market research reports. Created implementation documentation for the programming and document control group.Designed game line-up strategy for the target market by working with players and customers to assess upcoming needs and travelled to target markets to analyse field performance of games.Built paytables by using mathematical probabilities which met all regulatory rules. Created storyboards in conjunction with the graphic artist team. Created and designed game specifications.

Assessed, created and implemented sound effects and musical score for games.Worked with engineering group on new audio hardware technologies.Created implementation documentation for programming and document control group.Performed market validations and customer service audits.

Slot Operation Essentials, Slot Operations

It, Network Admin