Client Success Manager

Role Summary

This position involves managing communications and operations related to both existing and potential clients of the VGS platform provided by accesso Horizon. The Client Success Manager acts as a bridge between market needs and internal development teams, ensuring client requirements are gathered and addressed through appropriate solutions. The platform supports attractions worldwide by integrating ticket sales, distribution, and redemption.

Location and Reporting

The role is fully onsite based in Singapore, with occasional visits to client locations. The position reports directly to the Director of Client Success.

Travel and Work Conditions

Travel is expected approximately 25% of the time to client sites. Currently, only Singapore Citizens and Permanent Residents are eligible to apply as international hiring is restricted.

Key Responsibilities

• Conduct thorough testing and debugging of software applications released by the development team to guarantee quality before deployment.
• Collaborate with R&D to enhance and improve application functionality.
• Document identified bugs with detailed replication instructions for developers.
• Support the creation of technical documents such as user manuals, release notes, and system configuration guidelines for both internal projects and client use.
• Assist in preparation of project reports and documentation necessary for project proposals with the sales and project teams.
• Record client requests and feature enhancement proposals for feasibility analysis by R&D.
• Provide technical support and configuration assistance for clients both onsite and remotely.
• Advise clients on optimal application usage practices and offer business and system-related consulting.
• Deliver training sessions on VGS applications at client sites or remotely.
• Assist Project Managers in maintaining project timelines and schedules.
• Conduct system demonstrations alongside the Sales team and support sales efforts with potential clients, including meetings, requirement gathering, and preparing RFP responses.

Qualifications and Skills

• Experience managing accounts within SaaS or bespoke software companies serving enterprise customers.
• Excellent oral and written communication skills tailored for diverse audiences.
• Strong proficiency with Microsoft Office tools and Outlook.
• Familiarity with web technologies, database architectures, and SQL.
• Ability to work effectively within a team and excellent organizational and prioritization capabilities.
• Self-motivated with the ability to independently manage daily responsibilities.

Preferred Attributes

• Bachelor's degree in business, technology, or related disciplines is advantageous.
• Background in eCommerce, ticketing, or guest service industries is beneficial.
• Applicants without all qualifications but aligned with the role's trajectory are encouraged to apply.

Company Culture and Inclusion

Accesso fosters a fun, interactive, and inclusive work environment that values diversity as a source of innovation. The company provides flexible working arrangements and promotes work-life balance. Equal employment opportunity is emphasized, and accommodations during hiring are available upon request.

About Accesso

Accesso develops innovative technology solutions to enhance guest experiences at attractions worldwide, encompassing ticketing, eCommerce, and virtual queuing. The company employs over 500 professionals globally invested in improving operational efficiency and customer satisfaction for leisure and entertainment venues.