Client Success Manager

Position Overview

If you have a passion for technology and enjoy working closely with clients, this role offers the opportunity to manage relationships and promote the use of accesso's ticketing products and services. As part of the Ticketing Group, you'll help clients sell tickets, optimize their operations, increase revenue, and enhance the experience for their guests. This includes facilitating sales of various ticket types such as general admissions, reserved seating, time/date specific tickets, season passes, and memberships.

Key Responsibilities

• Develop and sustain excellent communication channels with clients and internal teams like customer support and quality assurance.
• Act as a liaison between technical teams and business stakeholders to ensure clear mutual understanding of requirements.
• Convert business needs or problems into targeted technical specifications, focusing on system integrations, SQL queries, and API services.
• Support third-party integrations with Horizon ticketing platform.
• Manage onboarding for new and ongoing client partnerships by leading technical and functional client activities in a proactive manner.
• Handle complex client service issues promptly and efficiently to minimize impact.
• Drive growth by encouraging existing clients to utilize more services and renew contracts.
• Conduct product demonstrations to showcase new features and implementations.
• Advise clients on industry best practices and optimal software utilization.
• Train end-users and support teams on system applications and features.
• Oversee client support communications, requests, and service ticket management.
• Test new software releases and assist the software development team with troubleshooting when issues arise, keeping clients informed of major concerns.
• Continuously evaluate and suggest improvements in processes and procedures to optimize efficiency and service quality.
• Prepare comprehensive documentation including system manuals, user guides, and technical specifications.
• Assist the sales team in preparing and demonstrating the Horizon solution.

Job Requirements

• Availability to work extended hours, including evenings, weekends, and holidays during peak seasons, to ensure excellent service and minimize disruption for theme park and attraction clients.
• Proven account management experience, preferably with enterprise clients in the Middle East's theme park or leisure industry.
• Proficient in general computer use including Microsoft Office and Outlook.
• Experience with internet-based technologies.
• Strong organizational skills with the ability to prioritize and handle tasks independently.
• Self-motivated and capable of working autonomously from the Riyadh client office.

Preferred Qualifications

• Bachelor's degree in business, technology, or related areas is advantageous.
• Experience in eCommerce, ticketing, or customer-facing service industries.
• Arabic language skills.
• Familiarity with Horizon or VGS ticketing software or similar platforms.
• Candidates with varied career paths are encouraged to apply if aligned with the role.

Additional Information

The position reports to the Director of Operations and involves up to 40% travel within Saudi Arabia, with occasional trips to Dubai, UAE. The company values a culture of fun, flexibility, and diversity, striving to create an inclusive work environment where employees can thrive. Accommodations during the hiring process are available upon request.

About the Company

accesso is focused on leveraging technology to enhance guest experiences at leading attractions worldwide, such as theme parks and entertainment venues. Employing over 500 professionals globally, the company develops innovative ticketing, eCommerce, and virtual queuing solutions that improve guest journeys and help clients boost operations and revenues.