Mike Boris

Ilottery Account Manager, North America @Brightstar Lottery

Providence, RI, US

Brightstar Lottery | State of CT & RI | October 2021 -October 2025Overview: Primary liaison for iLottery program, managing vendor relationships (Geolocation, KYC, payment services providers), and driving customer success through strategic planning, contract oversight, and issue resolution. Known for exceeding expectations through leadership, communication, and problem-solving.Key Responsibilities:• Customer Relationship Management:o Maintained strong partnerships with Lottery stakeholders and third-party vendors.o Acted as daily point of contact, ensuring satisfaction and fostering long-term collaboration.• Customer Success Leadership:o Developed joint success plans aligned with customer goals and business objectives.o Led cross-functional initiatives to deliver products and services successfully.o Facilitated collaboration between internal iLottery teams, Lottery officials, and vendor partners.• Market Strategy & Contract Management:o Executed competitive market strategies informed by industry trends.o Oversaw customer contracts and ensured compliance with service level agreements (SLAs), negotiated positive outcomes.• Support & Issue Management:o Proactively tracked and resolved customer support issues working directly with call center team.

University of Massachusetts Boston

Bachelor's degree

DePaul University

(CPE) - Management training program