Senior Account Manager

Paris (Ref: FR_CS_109)

Missions and responsibilities

We are looking for an experienced account manager director to join our Customer Success team. You will supervise account representatives to ensure customer needs and expectations are met and to help our clients get the most of our solution post implementation so they grow their business.

Our ideal candidate has a drive for achieving goals and maintaining a great customer experience and satisfaction. We also expect you to suggest forward-thinking ideas to promote our brand.

Ultimately, you should be able to increase upsell sales and secure renewals through building successful long-term client relationships.

Responsibilities:

  • Establish and own strategies to minimize churn and maximize renewals on the short and longer term. Drive execution with sales representatives and project managers.
  • Set sales targets and specific performance metrics for services or product upsells, aligned with client’s business strategies. Enable sales and project managers on upsell strategic priorities. Follow up service and product upsells metrics.
  • Define 360 client scorecard and roll-out. Use client feedback to suggest customer experience improvements quarter on quarter.
  • Strategize and prioritize account touch points and engagement methods for all SecuTix clients. Report back client feedbacks and interactions to country managers.
  • Remotely supervise European account management representatives to execute strategy and attain goals.
  • Communicate with clients at a senior level to resolve issues.
  • Follow up of agreed improvement plans with some premium clients.
  • Stay up-to-date with product launches and provide support to clients and the sales team.
  • Implement a yearly customer satisfaction survey.

Skills

You will need to show:

  • Ability to interact with multiple senior stakeholders and strong ability to influence
  • Ability to influence and manage in an international matrix organization to achieve goals
  • Excellent communication skills with a customer service attitude
  • Team management skills
  • Strong analytical and organizational skills
  • Flexibility to travel frequently in Europe
  • Languages: French (fluent) and English (fluent). Spanish or German a strong plus

Work experience

  • 7 to 10 years’ experience in similar position
  • Proven work experience as a senior account manager and/or senior customer satisfaction position in a software product company, preferably SaaS
  • Proven experience to define a roll out account management processes and best practices internally
  • Proven experience in complex B2B software sales
  • Proven experience in rolling out customer satisfaction programs

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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