This opportunity is based in Paris

Senior Customer Success Manager

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Our Company

Born in the Cloud, SecuTix is a Global provider of a Ticketing Engagement Platform that helps organizations boost ticket sales and enhance audiences’ experience before, during and after events. Our ambition is to become the Number ONE ticketing technology platform in Europe.

Used by the largest sport clubs and stadiums, live entertainment businesses, and leading museums and cities, SecuTix manages the yearly sales of about 45 million tickets. Among our customers are Opéra National de Paris, the UEFA, Centre Pompidou, Aspro Parks, Saracens, Paléo Festival and more.

 

Our Culture & People

Proud of our Swiss heritage, our heart is truly Global. Our customers are located all over the world, in Switzerland, France, Germany, the UK, the Netherlands, and Spain. We are headquartered in Lausanne and have offices in Paris, Madrid, Munich and London.

Join us and you’ll work in an open and collaborative environment with a multicultural team and many opportunities for growth.

We’re here to re-invent ticketing. Come and make a difference with us!

In this role

Job Summary

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

 

We are looking for a qualified individual contributor as a Senior Customer Success Manager.
You will provide strategic guidance to SecuTix customers to increase the value they get from SecuTix 360° by ensuring customers’ needs and expectations are met, and helping our clients get the most of our solution to grow their business.


To help calibrate the expectations of this team, the SecuTix Customer Success team is a team of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.


Successful candidates have SecuTix or any ticketing related consulting experience (delivery/implementation).

Responsibilities

  • Prioritize account touch points and engagement methods
  • Own the engagement, retention, and growth of your customers
  • Evangelize SecuTix customer success stories and customer success systems and processes
  • Build and foster relationships with clients at a senior level to resolve issues and inquiries
  • Evaluate how customers manage their SecuTix investment & identify efficiency and effectiveness gains (process & tools)
  • Promote awareness of the latest innovations SecuTix 360° is releasing
  • Provide SecuTix 360° program/release management best practices
  • Increase the ROI customers get from SecuTix
  • Identify customers’ KPIs and set goals
  • Evaluate customer’s usage maturity
  • Enable Sales and Professional Services on cross-sell and up-sell opportunities
  • Drive the renewals process in collaboration with the account team
  • Secure renewals and communicate risk clearly and take the lead in developing resolution strategies

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

Skills

  • Proven track record of establishing themselves as a trusted advisor to clients
  • Must be able to take complex client concepts and articulate them to an audience of varying perception levels
  • Ability to interact with multiple senior stakeholders and strong ability to influence
  • Strong written and verbal presentation are essential
  • Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption
  • Self-starter who can own the ongoing success of large clients
  • Ability to navigate data and people to find answers
  • Has handled difficult customers or situations and can demonstrate resolutions
  • Appetence for Entertainment business
  • Bachelor's Degree
  • Fluent English & French

 

Work Experience

  • Proven work experience as a Senior Customer Success Manager in an IT service company
  • Hands on experience with SaaS ticketing and/or CRM/Marketing Cloud solution
  • History of success as a consultant, pre-sales, technical account management, or equivalent

 


If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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