Client Success Manager

3 weeks ago

Melbourne, Australia Accesso Full time

**Position Overview**:

- Do you love tech, but have a passion for people too? As a Client Success Manager
** **you will be responsible for owning and developing the relationship with clients and promoting the use of
**_accesso_** services and products. As a part of the
**_accesso_** Ticketing Group, you will contribute to helping our clients sell more tickets, streamline operations, drive revenue and improve the experience of the end customer. Our ticketing solutions allow our clients to sell general admissions, reserved seats, time/date specific tickets, season passes, memberships, and so much more.
- As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players, and love helping others.

As expected with a role with this level of responsibility, you must have the flexibility and be willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards, and that any challenges are dealt with swiftly and efficiently to minimize operational impact, guest experiences, and ticket sales. Our clients are theme parks and attractions so this may include occasional support during evenings, weekends, or holidays, especially so during seasonal peaks.

**Location**: Australia

**Reports To**: Director of Client Success

**Travel**: Up to 30%

**What you’ll be working on**:

- Maintaining and building outstanding lines of communication with clients as well as internal teams including customer support, product development, engineering, IT and quality assurance.
- Managing, maintaining and administering the preparation, configuration, loading, and testing of products for sale across eCommerce websites and point-of-sale systems
- Managing projects for both new clients and continued development of existing clients; leading the technical, client and project activities in a prioritized and pro-active manner.
- Proactively managing high level, complex client service issues, researching and resolving issues quickly and efficiently.
- Contributing to overall **_accesso _**growth and profitability by working with clients to subscribe to additional service opportunities, general higher utilization of existing services and support continued renewal contracts.
- Acting as client advocate, providing client feedback on changing needs, trends, expectations and satisfaction; keep clients informed of significant issues that might affect them.
- Providing overall account management, including billing oversight, contract addendums and tracking technical projects.
- Quoting and track all billable project work.
- Provide continued training support as clients leverage additional system functionality.
- Managing client support notifications, requests, and Service Desk tickets.
- Running and verifying client specific reports and filter results with a high attention to detail.
- Performing testing on new software releases.
- Performing weekly website reviews for existing clients.
- Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

**What you bring to the role**:

- Bachelor’s Degree is required; ideally majoring in Business, Technology, or related field.
- Previous account management experience for a highly transactional SaaS or custom software company supporting enterprise-level clients.
- Strong verbal and written communication skills with the ability to communicate effectively to a variety of audiences.
- Outstanding general computer skills including the Microsoft suite of products and Outlook are required.
- Experience with web-based technology including database structures and SQL.
- The ability to work well within a team environment is essential.
- Exceptional organizational skills and the ability to prioritize tasks.
- Ability to facilitate daily responsibilities with little to no direction.
- BONUS: Previous eCommerce, ticketing, or guest-facing service industry experience**Life at**
**_accesso:_**

***
- At
**_accesso_**, we believe that fun is a fundamental part of the workday From our tech to our passion for attractions, we infuse fun into everything we do, and our culture is no different. We’ve created a virtual environment with no shortage of connection - so share memes and high fives with teammates, or break up your day with virtual escape quests, “Online Office Olympics” and more Work-life balance is important here too, so you’ll have flexibility in choosing the work setting and hours that fit your life best (so long as your work permits).
- We believ

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