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28 June, 2024

Meet Vadims Mihailovs – Head of B2B Support

In the latest instalment of Lion Gaming’s employee insights series, we sit down with Vadims Mihailovs, Head of B2B Support at Lion Gaming. With 15 years of experience in the iGaming industry, Vadims offers a unique perspective on the significant changes in the industry, the challenges of supporting both seasoned and new clients, and the importance of interpersonal relationships. Join us as Vadims shares his journey, insights, and the lessons learned from his dual roles as a dedicated professional and a father.

Can you describe your main responsibilities as the Head of B2B Support at Lion Gaming?

On paper, I’m acting as clients’ primary point of contact for addressing concerns and providing solutions after they go live. I handle escalated issues and act as a coordinator between the company’s and our operator teams.

Personally, I like to say I’m taking care of our clients. I take a huge pride in my work and the relationships I’m building with these people. Even in this day and age, when everyone is about effectiveness and margins, interpersonal relationships still mean a lot. There are still often situations when that’s the only thing that can save you from failing.

You’ve been in the iGaming industry for 15 years. What are some of the most significant changes you’ve seen in this space during that time?

When I just got into the world of iGaming, it was a Wild West. I mean, compared to now there were almost no rules. So the most significant change since then definitely is the introduction of legislation. In some markets, it’s not as impactful as in others, but overall it has left a huge mark on how things are done in the industry and it’s still changing. Fortunately (no pun intended), iGaming is one of the most resilient industries with some of the most capable professionals working within it. It kept responding with growth and I believe it will keep growing no matter what.

Early in my career, I also witnessed the death of online poker, and then almost a complete switch of users to mobile gaming and operators prioritising gamification, but the next big thing is certainly crypto and web3. It’s already happening for a while and the industry is changing.

In your previous roles you were responsible for managing B2C brands. How has that experience translated into your ability to service Lion Gaming’s B2B clients?

I’ve been in their shoes, I’ve experienced the same wins and struggles they are experiencing. We understand each other and can talk on the same level. Also, working for the last 10 years on the same platform and knowing it throughout and what works best on it is a huge advantage in my position. I know the answers to most questions and solutions to most issues before they get raised.

As the head of B2B support, you represent Lion Gaming’s brand in many ways. What can clients expect when working with you and, by extension, Lion Gaming?

Clients can expect me and other people here to actually care for them to succeed, going the extra mile when necessary, and providing our knowledge, not just systems. We will be investing our time and effort into their success regardless of the size of their ambitions and attached budget, because as corny as it may sound, their success is our success as well.

What are some of the things that clients with little to no iGaming experience should be aware of before starting an iGaming venture?

You can be sure that it will be super exciting and the potential is unlimited. It’s not going to be easy, because the state of the industry and competition is nowhere near to how it was 15 years ago when I just started, but it is also not as complicated as you may think. Make sure to do your homework before inquiring about the software – take your time to investigate competition in your target markets and create a brand that stands out. Then make sure to surround yourself with the right partners, team, and suppliers. Like in many things in life, whoever does the best research and is best prepared usually wins.

Are there any differences in the way you service clients with little to no iGaming experience and clients with extensive experience in the industry?

Yes, definitely. Clients with little to no experience require more guidance, which is a completely normal thing to do as a white label software provider. They might have great ideas but lack the mechanical knowledge that is necessary to bring their ideas to life. That’s what I love the most about my work. Meeting great people, listening to their ideas, bringing them to life, and watching them succeed.

Are there any lessons you’ve learned from fatherhood that you’ve found applicable to your role in client support?

Oh my, I certainly developed a lot of new skills I had trouble with in the past, such as patience. I certainly became more stress-resilient than before. In terms of new lessons learned, I would say I significantly strengthened my belief in lessons learned in the past that it is important to be there for them and that your actions are more important than your words.

With Kristaps Porzingis becoming the first Latvian NBA Champion after the Boston Celtics’ 2024 victory, how do you feel this achievement impacts the perception of basketball in Latvia? Do you believe the Celtics have a strong chance to repeat their success next year?

Come on, Latvia basketball is in the best shape it has ever been. We finished in 5th place in the World Cup last year. Lost in the quarter-finals to the eventual champion, Germany, and were one shot away from winning. KP didn’t even play. I hope we qualify for the Olympics next.

And one hundred percent Boston can repeat. Look how easy it was for them to win it all this year. They just need to stay focused, because their main opponent usually is themselves. Let’s go Celtics!

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Christine Lewis

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      Our address
      Lion Gaming Group Inc.
      855 2 St SW #3500
      Calgary, AB
      T2P 4K1 Canada
      Our address
      Lion Gaming Group Inc.
      855 2 St SW #3500
      Calgary, AB
      T2P 4K1 Canada
      Our address
      Lion Gaming Group Inc.
      855 2 St SW #3500
      Calgary, AB
      T2P 4K1 Canada