Position Overview:
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. You will be the main point of contact for both Live Entertainment Suppliers and Accesso Distributors who sell our live entertainment products. You will meet regularly with both Live Entertainment suppliers and distributors to maximize sales potential. A key focus will be to proactively identify and troubleshoot any technical challenges. This is a hands-on role working with all internal teams to fully understand how accesso distribution technology works and ensure our products and services deliver tangible value to our customers.
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 analytical 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 have a background in tech functions/tech organizations, are patient, team players, with global exposure, and love helping others.
Location: United Kingdom; this role can be performed 100% remotely anywhere in the UK, at one of our office locations in the UK, or a hybrid version of in-office and remote.
Reports to: Director of Client Success, Distribution
Travel Requirements: Up to 30%
What you'll be working on:
* Manage Live Entertainment relationships within Accesso Distribution (theatres, sports, arenas, and more), maintaining an excellent relationship with clients while managing their expectations accordingly.
* Contribute to overall accesso growth and profitability by working with clients to subscribe to additional service opportunities and support continued renewal contracts.
* Act as client advocate, providing client feedback on changing needs, trends, expectations, and satisfaction; keep clients informed of significant issues that might affect them.
* Proactively manage high-level, complex client service and API issues that impact client sales, researching and resolving issues quickly and efficiently.
* Use analytical tools to consistently review accesso/client performance in order to present data-driven recommendations to the client.
* Support and manage the CSS team, ensuring the integrity and accuracy in the set-up of the products and the financial system and billing.
* Manage, maintain, and administer the preparation, configuration, loading, and testing of products for sale across all client systems.
* Perform Live Entertainment new client onboarding in conjunction with the Implementations team, which includes requirement gathering, user set-up, product set-up, and system training.
* Solution delivery for new clients and continued solution development for existing clients; leading technical, client, and accesso activities in a prioritized and proactive manner.
* Flexibility to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards.
What you bring to the role:
* Analytical problem solver, with experience managing client relationships in a technical organization.
* Ability to manage multi-dimensional business relationships between supply, distribution, and central API technology.
* Ability to facilitate daily responsibilities with little to no direction.
* Provide daily direction and communication so that client needs are met in a timely, efficient, and knowledgeable manner.
* Ability to communicate effectively to a variety of audiences.
* Outstanding general computer skills including Microsoft suite of products and Outlook.
* Familiarity with web-based technology including database structure and SQL is preferred.
* Bonus points if you have:
* Bachelor's degree in business, technology, or a related field is a distinct advantage.
* Previous eCommerce, ticketing, or guest-facing service industry experience.
* Previous theme park, theatre, sporting, or leisure industry experience.
* If you don't have all the qualifications listed, don't worry! We understand everyone's career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.
Perks & Benefits
* Competitive compensation package including an annual bonus opportunity;
* 8-days of paid bank holiday leave and 26-days of paid annual leave (paid leave increases with tenure);
* 8 hours of paid Volunteer Time Off;
* Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility;
* Robust health insurance scheme with the opportunity to participate in a private medical scheme;
* Matching pension scheme (up to 8%);
* Unlimited access to Udemy for Business;
* Flexible work schedule.
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. 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.
We believe that diversity is vital to innovation and that when we celebrate what makes each of us unique, we create a more inclusive environment where you can truly thrive. Our people are our most treasured asset, and we are proud to have such talented, passionate, and tech-savvy professionals on our team. We are dedicated to providing equal opportunities for all, and any hiring decisions will be assessed on qualifications, merit, and business need.
ABOUT accesso:
Our team is on a mission to improve the guest experience with technology. We support some of the world's top attractions and leisure & entertainment venues by creating innovative technology solutions that enhance the guest journey from start to finish. Currently, accesso employs over 500 team members around the globe, many of whom come from the industries we serve.
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