Client Success Manager

Position Overview:

Do you love tech but have a passion for people too As a Client Success Manager you will be responsible for owning and developing the relationship with clients and promoting the use ofaccessoservices and a part of theaccesso Ticketing Group you will contribute to helping our clients sell more tickets streamline operations drive revenue and improve the experience of the end customer. Our ticketing solutions allow our clients to sell general admissions reserved seats time/date specific tickets season passes memberships and so much more.

As a member of our Client Operations team youll 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 problemsolving abilities youll provide operational assistance and collaborate with peers to help come up with outofthebox solutions to everyday obstacles. Were looking for people who are patient team players and love helping others.

Location: Riyadh KSA

Reports to: Director of Operations

Travel Requirement: Up to 40% across KSA occasional travel to Dubai UAE

What youll be working on:

• Maintaining and building outstanding lines of communication with clients as well as internal teams including customer support and quality assurance.
• Facilitate communication between technical teams and business stakeholders to ensure alignment and understanding of requirements
• Translate business requirements or issues into clear and concise technical specifications for software development. As a Systems Specialist the main analysis is in relation to the technical and functional aspects of the system including areas such as integration with external systems/devices/applications SQL Queries and API services.
• Supporting third parties during integration activities with Horizon
• Overseeing both new clients and continued development of existing clients; leading the technical and functional client activities in a prioritized and proactive manner.
• Proactively managing high level complex client service issues researching and resolving issues quickly and efficiently.
• Contributing to overallaccesso growth and profitability by working with clients to subscribe to additional service opportunities general higher utilization of existing services and support continued renewal contracts.
• Conducting demos for clients to understand the new system features and implementations which they can subscribe to.
• Advising clients on industry best practice and best use of the software.
• Provide training to endusers and support teams on system applications and functionalities.
• Managing client support notifications requests and Service Desk tickets.
• Performing testing on new software releases and troubleshooting/supporting software development team in case issues are clients informed of significant issues that might affect them.
• Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations efficiency and service to both internal and external customers.
• Create comprehensive documentation including system manuals user guides and technical specifications.
• Supporting accesso sales team in the preparation and demo of the Horizon solution.

What you bring to the role:

• Willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards andthatany challenges are dealt with swiftly and efficiently to minimize operational impact guest experiencesand ticket sales. Our clients are theme parks and attractions so this will include support during eveningsweekendsor holidays especially during seasonal peaks.
• Previous account management experience ideally supporting enterpriselevel clients within the theme park or leisure industry experience in the Middle East.
• General computer skills including the Microsoft suite of products and Outlook are required.
• Experience with webbased technology
• Exceptional organizational skills and the ability to prioritize tasks.
• Ability to facilitate daily responsibilities with little to no role will be based in Riyadh out of the client offices. The ability to work autonomously is fundamental to your success in this role.

Bonus points if you have:

• Bachelors degree in business Technology or a related field is a distinct advantage.
• Previous eCommerce ticketing or guestfacing service industry experience.
• Arabic language knowledge
• Experience working with Horizon/VGS ticketing software or similar.

*If you dont have all the qualifications listed dont worry! We understand everyones career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.

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