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Client Success Manager, Guest Experience Platform

Accesso

This is a Full-time position in Lake Mary, FL posted December 26, 2021.

We seek an experienced Client Success Manager (CSM) to join our Operations Team as the primary operational contact on all aspects of  accesso®  Guest Experience Platform for a key client in North America. As part of the  accesso team, you will contribute to helping our clients achieve the most value from our software, streamline operations, drive the experience of the end customer. Our solutions power a wealth of guest and staff facing capabilities that are core to delivering a truly next-generation in-venue guest experience.

The CSM will be responsible for developing the relationship with clients and promoting the use of  accesso services and products. An ideal candidate will have prior experience supporting technical applications and have knowledge of (or a high-level proficiency) in database structures, SQL, HTML, POSTMAN, or Java. You are accountable for the end-to-end service experience for your assigned clients, and ultimately, the clients overall service satisfaction.

As expected with a role with this level of responsibility, you must have the flexibility and be willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards, and that any challenges are dealt with swiftly and efficiently to minimize operational impact, guest experiences, and ticket sales.

Our clients are theme parks and attractions so this may include occasional support during evenings, weekends, or holidays, especially so during seasonal peaks.

Location: Lake Mary, Florida, USA 

Reports To: Enterprise Account Manager

Travel: Up to 30% 

Responsibilities Include:

  • Maintaining and building outstanding lines of communication with clients as well as internal teams including customer support, development, IT support and quality assurance.
  • Managing, maintaining and administering the preparation, configuration, loading, and testing of products and data within the Guest Experience Platform 
  • Managing projects for both new clients and continued development of existing clients; leading the technical, client and project activities in a prioritized and pro-active manner. 
  • Proactively managing high level, complex client service issues, researching and resolving issues quickly and efficiently. 
  • Managing interactions, communications and relationships with other 3rd party vendors within the customers ecosystem;
  • Contributing 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. 
  • Acting as client advocate, providing client feedback on changing needs, trends, expectations and satisfaction; keep clients informed of significant issues that might affect them. 
  • Quoting and track all billable project work. 
  • Provide continued training support as clients leverage additional system functionality. 
  • Managing client support notifications, requests, and JIRA / Service Now tickets. 
  • Running and verifying client specific reports and filter results with a high attention to detail.
  • Performing testing on new software releases.
  • Performing weekly reviews for existing clients. 
  • Providing continual evaluation of processes and procedures.

    Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

Qualifications :

  • Bachelor’s Degree is required; ideally majoring in Business, Technology, or related field.
  • Previous account management experience for a highly transactional SaaS or custom software company supporting enterprise-level clients.
  • Strong verbal and written communication skills with the ability to communicate effectively to a variety of audiences. 
  • Previous experience with JSON, REST, Pearl, or Python
  • Outstanding general computer skills including the Microsoft suite of products and Outlook are required.
  • Experience with web-based technology including database structures and SQL.
  • The ability to work well within a team environment is essential. 
  • Exceptional organizational skills and the ability to prioritize tasks. 
  • Ability to facilitate daily responsibilities with little to no direction. 
  • BONUS: Previous Professional services, mobile, or guest-facing / hospitality service industry experience 

Perks & Benefits:

  • Competitive compensation package including discretionary annual bonus opportunity.
  • 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter);
  • 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about;
  • Inclusive Family Benefits
    – access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;
  • Three different medical insurance plans to choose from, including an employer-contributed HSA;
  • Employer-paid short & long-term disability and life insurance;
  • Matching 401K;
  • Unlimited access to Udemy for Business for continued learning and career development.
  • A flexible work schedule around our core business hours.