Ticketer provides innovative ticketing and fare collection solutions for the public transport industry. Our cutting-edge technology allows passengers to pay for their bus journeys with contactless cards or mobile payments, making it easier and more convenient for commuters to use public transport. Our cloud-based software provides real-time data to operators, allowing them to optimise routes, improve services, and enhance the overall passenger experience.
We are on the look out for a Customer Success Director to join our Commercial Team. In this role you will be the primary point of contact for our clients, responsible for building strong relationships, understanding their needs, and ensuring their success with our products/services. You will collaborate closely with our sales/marketing, support/operations, and product teams to deliver an exceptional customer experience.

REQUIRED EXPERIENCE/SKILLS:

• Ability to manage stakeholders and communicate effectively
• Ability to influence and negotiate to manage expectations
• Driving Licence and access to a vehicle
• Experience building and sustaining good relationships
• Commercial experience
• Self-organized, methodical, and promoter of ‘we can do anything’ mind-set
• Solution focussed mindset
• Customer centric, a problem solver, pragmatic, ambitious and a team player
• Customer centric, a problem solver, pragmatic, ambitious and a team player

• Build and maintain strong, long-lasting customer relationships.
• Understand customer needs and objectives; ensure their success with our products/services.
• Serve as the voice of the customer and provide feedback to our product and engineering teams for continuous improvement.
• Proactively identify and work to resolve customer issues.
• Monitor and analyse customer usage data to identify trends and develop strategies for increasing product adoption and retention.
• Conduct regular check-in calls and meetings face to face to ensure ongoing satisfaction and identify upsell/cross-sell opportunities.
• Collaborate with the sales team to identify and grow opportunities within the existing customer base.
• Develop and maintain customer success metrics and KPIs to track progress and drive improvements.
• Prepare and deliver regular reports to management on customer success metrics.
• Requirement to travel 3 days per week to visit customers with remaining days focussed on admin time to support the customer deliverables
• Understanding the current service provided by Ticketer including features, charges, integrations, support issues and repair volumes so that you have the required knowledge to have informed conversations and propose relevant solutions to customers proactively.
• Understand the financials and profitability of a customer to ensure that where there is opportunity to upsell or offer features for free as part of a retention plan that this is fully understood.
• Understand Ticketer value proposition and how it differentiates from competitors.
• Ensure that invoicing is undertaken timely and accurately for your customer portfolio.
• Maintain a customer health tracker detailing the customer health and actions needed to improve customer satisfaction, tracking through the actions to completion as required.
• Ensure that the portal is up to date for your portfolio of customers.
• Keep abreast of releases and new features and ensure that your portfolio of customers are aware and understand the benefits of the new features.
• Deliver presentations and demonstrations of functionality for both hardware and software.
• Process orders raised by customers ensuring that pricing is delivered in line with the agreed pricing strategy and that the order is clear and comprehensive and raised in Dynamics to be processed by the business.
• Monitor orders end to end to ensure fulfilment is undertaken in a timely manner and that the customer is aware of the progress along the way.
• Escalate issues and requirements for your customers ensuring that the business understands the impact and that customer expectations are managed.
• Contribute to and support tenders/new business activities as required.
• Be an expert in your field, networking with industry experts and having an informed view on market trends and developments.