Customer Success Manager

Paris – FR (Ref: FR_CS_144)

Missions and responsibilities

Being a Cloud Computing company, SecuTix understands the importance of Customer Success. That is why, as we are growing our customer portfolio, SecuTix is now expanding our Customer Success team. This team works alongside our Product, Professional Services, Sales and Services teams to help customers achieve even higher levels of success.

We are looking for a qualified individual contributor as a Customer Success Manager.
You will provide strategic guidance to SecuTix customers to increase the value they get from SecuTix 360° by ensuring customer needs and expectations are met, and helping our customers get the most of our solution to grow their business.

The SecuTix Customer Success team is a group of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.

Candidates should have technology related delivery, implementation and consulting experience.

Relationships:

  • Build and foster relationships with customers at a senior level to resolve issues and identify business opportunities
  • Share success stories externally to help build the SecuTix brand awareness with support of the marketing and communications teams.

Commercialisation:

  • Enable Sales and Professional Services on cross-sell and up-sell opportunities
  • Drive and secure the renewal process in collaboration with the account team

Engagement:

  • Develop and prioritise a customer contact strategy with clear touch points and engagement methods
  • Evaluate customer platform usage maturity
  • Provide SecuTix 360° program/release management best practices
  • Promote awareness and drive utilisation of the latest SecuTix 360° innovations

Measurement & Evaluation:

  • Evaluate how customers manage their SecuTix investment & identify efficiency and effectiveness gains (processes & tools)
  • Increase the ROI customers get from SecuTix

Skills

  • Proven track record of establishing yourself as a trusted advisor to customers
  • Ability to build and maintain excellent long-term relationships with customers and colleagues
  • Must be able to take complex customer concepts and articulate them to an audience of varying perception levels
  • Demonstrable skills and experience in mediation, negotiation, presentation and conflict resolution
  • Strong written and verbal presentation skills
  • Strong analytical skills. Ability to process and interpret customer information (product utilisation data and customer requirements) to help drive adoption
  • Ability to navigate data and people to find answers
  • Has handled difficult customers or situations and can demonstrate resolutions
  • A good awareness & understanding of the Sports, Entertainment & cultural sectors
  • A graduate level education
  • Fluent French

Work experience

  • Proven work experience as a Customer Success Manager in an IT service company
  • Hands on experience with SaaS ticketing and/or a CRM/Marketing Cloud solutions
  • History of success as a consultant, business development, technical account management, or equivalent

About SecuTix

SecuTix is a European technology provider of a Ticketing Engagement Platform that helps organisations boost ticket sales and enhance audiences’ experience before, during and after live events. Our product, SecuTix 360°, is a cloud-based platform that combines ticketing and marketing functionality, and is offered as a white label SaaS service.

Used by the largest sport clubs and stadiums, live entertainment businesses, leading museums and cities across Europe, SecuTix manages the yearly sales of 30 million tickets.

Among our clients are Opéra National de Paris, UEFA, Centre Pompidou, Aspro Parks, Saracens FRC, Paléo Festival, Musée Picasso Paris and more.

A daughter company of the ELCA Group, SecuTix has a local presence in Switzerland, France, Spain, Germany, Vietnam and the UK.

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