Senior Customer Success Manager

Paris (Ref: F_CS_125)

Missions and responsibilities

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

To help calibrate the expectations of this team, the SecuTix Customer Success team is a team of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.

Successful candidates have SecuTix or any ticketing related consulting experience (delivery/implementation).

Main activities

  • Prioritize account touch points and engagement methods
  • Own the engagement, retention, and growth of your customers
  • Evangelize SecuTix customer success stories and customer success systems and processes
  • Build and foster relationships with clients at a senior level to resolve issues and inquiries
  • Evaluate how customers manage their SecuTix investment & identify efficiency and effectiveness gains (process & tools)
  • Promote awareness of the latest innovations SecuTix 360° is releasing
  • Provide SecuTix 360° program/release management best practices
  • Increase the ROI customers get from SecuTix
  • Identify customers’ KPIs and set goals
  • Evaluate customer’s usage maturity
  • Enable Sales and Professional Services on cross-sell and up-sell opportunities
  • Drive the renewals process in collaboration with the account team
  • Secure renewals and communicate risk clearly and take the lead in developing resolution strategies

Skills

  • Proven track record of establishing themselves as a trusted advisor to clients
  • Must be able to take complex client concepts and articulate them to an audience of varying perception levels
  • Ability to interact with multiple senior stakeholders and strong ability to influence
  • Strong written and verbal presentation are essential
  • Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption
  • Self-starter who can own the ongoing success of large clients
  • Ability to navigate data and people to find answers
  • Has handled difficult customers or situations and can demonstrate resolutions
  • Appetence for Entertainment business
  • Bachelor’s Degree
  • Fluent English & French

Work experience

  • Proven work experience as a Senior Customer Success Manager in an IT service company
  • Hands on experience with SaaS ticketing and/or CRM/Marketing Cloud solution
  • History of success as a consultant, pre-sales, 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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