Client Success Manager

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 understand fully 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; then, you choose what works for you! 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 whilst managing their expectations accordingly. The relationships are both with ssupplir of the tickets/ products and the distributors who access/ sell the products
• Contribute 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.
• 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 on how to achieve the best from the accesso ticketing platform.
• To play an active role in supporting and managing the CSS team. Accountable for 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 including online purchases, onsite ticketing needs and purchases using mobile platforms.
• Perform Live Entertainment new client on-boarding in conjunction with the Implementations team which includes requirement gathering, user set-up, product set-up and system training. Provide continued training support as clients leverage additional system functionality.
• Solution delivery for new clients and continued solution development for existing clients; leading technical, client and accesso activities in a prioritized and pro-active manner.
• As expected with a role with this level of responsibility, candidates must have flexibility and be willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards. Our clients are global live entertainment venues so this may include work during evenings, weekends and holidays, especially during seasonal peaks.

What you bring to the role:

• The successful candidate will be an 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 are required.
• Candidates with a general familiarity with web-based technology including database structure and SQL are 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, because your hard work deserves recognition;
• 8-days of paid bank holiday leave and 26-days of paid annual leave (paid leave increases with tenure) – so you can go “OOO” and take that vacation you’ve been dreaming of 😎; 
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.
• Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶;
• Robust health insurance scheme with the opportunity to participate in private medical scheme after satisfactory performance;  
• Matching pension scheme (up to 8%) for a secure financial future;
• Gain unlimited access to Udemy for Business to support ongoing learning and career development;
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰.