Customer Success Senior Specialist

Our vision is to enable our event industry customers to take control of their ticket distribution and massively engage their audience.

SecuTix is a leading provider of a SaaS Ticketing & Engagement platform. 

S-360, S-MOBILE, and S-Pay are innovative products and platforms providing business critical solutions to the Sports, Entertainment and Cultural Sectors.

Our mission is to be the global leader in SaaS solutions serving these sectors.

In this role

Being a Cloud Computing company, SecuTix understands the importance of Customer Success. That is why, as we are growing our customer portfolio, SecuTix is now expanding our Customer Success team. This team works alongside our Product, Services, Sales teams to help customers achieve even higher levels of success.

 We are looking for a qualified individual contributor as a Customer Success Senior Specialist based in London.  Working as part of the Customer Success team in the UK & Ireland you will provide support to our Customer Success Managers and guidance to identified SecuTix customers.  This guidance is designed to increase the value customers get from the SecuTix platform by ensuring their needs and expectations are met, and helping our customers get the most of our solution to grow their business.

Mission and responsibilities

The SecuTix Customer Success team is a group of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.

 Candidates should have technology related delivery, implementation and consulting experience.

Relationships:

• Build and manage strong relationships with internal Customer Success team within UK&I and across other GEO's
• Build and foster relationships with customers at multiple levels to resolve issues and identify business opportunities
• Share success stories externally to help build the SecuTix brand awareness with support of the marketing and communications teams.

Commercialisation:

• Enable Sales and Services on cross-sell and up-sell opportunities.

Engagement:

• Support Customer Success Managers to help customers fully leverage the SecuTix platform
• Provide SecuTix platform program/release management best practices
• Promote awareness and drive utilisation of the latest SecuTix innovations.

Measurement & Evaluation:

• Evaluate how customers manage their SecuTix investment & identify efficiency and effectiveness gains (processes & tools)
• Increase the ROI customers get from SecuTix.

What we offer

• A stimulating and professional working environment in a dynamic team with extensive expertise
• Exciting projects using the latest technologies
• Flat organisational hierarchies and cross-functional teamwork
• Close contact with customers in a creative industry
• A supportive culture with excellent opportunities for professional and personal training and development.

About your profile

Your Skills

• Proven track record of establishing yourself as a trusted advisor to customers
• Ability to build and maintain strong long-term relationships with customers and colleagues
• Excellent written and verbal presentation skills
• Excellent grasp of technology products and ability to learn new tools quickly
• Strong analytical skills. Ability to process and interpret customer information (product utilisation data and customer requirements) to help drive adoption
• Has handled difficult customers or situations and can demonstrate resolutions
• A good awareness & understanding of the Sports, Entertainment & cultural sectors
• A graduate level education
• Fluent in English.

Your Work Experience

• At least 3 years of relevant experience 
• Proven work experience demonstrating your ability to support customers in an IT service company 
• Hands on experience with SaaS ticketing and/or a CRM/Marketing Cloud solutions
• History of success as a consultant, technical account management, or equivalent.