Senior Customer Success Manager
In this role
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).
- 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
Ce que nous proposons
- 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
- 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
- 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
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