Customer Success Senior Specialist at ELCA Switzerland and Europe

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer success, SaaS, Ticketing industry, CRM, Salesforce, Software configuration, Troubleshooting, Critical thinking, Presentation skills, Coaching, Training, Relationship management, Technical support, Project coordination, Communication

Industry

IT Services and IT Consulting

Description

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 Mission and responsibilities Being a Cloud Computing company, SECUTIX understands the importance of Customer Success. That is why, as we continue to grow our customer portfolio, SECUTIX is looking for a Senior Specialist to join our Customer Success team. This team works alongside our Product, Engineering, Sales and Services teams to help customers achieve even higher levels of success. We are looking for a qualified individual to join our Customer Success team, whose mission is to strengthen proximity and collaboration with your clients, to achieve a high level of client satisfaction and to foster the adoption of our solution by providing high quality and personalized assistance. Supporting our Customers * Provide assistance to our customers in our software configuration and usage * Meet defined SLA’s and ensure customer requests have been fully resolved to their satisfaction * Coordinate customer requests with the appropriate department, member of staff or manager if unable to resolve, and keep customers informed of progress * Provide coaching and training to customers on software knowledge gaps * Provide on-site support, training and event delivery at Customer * Report and escalate Customer issues to management as needed * Manage a portfolio of Premium customer cases closely, host regular calls with customers and handle any escalations they might have. Developing our services * Help populate our customer knowledge base and our learning and adoption plans * Collaborate with customers to identify process and practice improvements * Bring recurring issues to CSMs when product development is required. Your Skills * Ability to build and maintain excellent relationships with customers and colleagues * Ability to learn technology quickly and easily, including new applications and tools * Ability to cope under pressure when balancing workload and demand * Strong written and verbal presentation skills are essential * Strong critical thinking and troubleshooting skills, with the ability to approach problems logically and rationally to ensure an effective resolution * Resourceful and creative when solving problems and developing ideas * Curious and passionate about learning new products, skills and subjects * Teamworking ability to share learnings between teams * Agility, a strong sense of commitment and the discipline to focus * A good awareness and understanding of the sports, entertainment and cultural industries * Native English. Your Work Experience * At least 5 years’ relevant experience * Hands-on experience with SaaS products * Experience in the Ticketing industry * Expertise working with a CRM (for example, Salesforce). 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.

Responsibilities

The Senior Specialist will provide high-quality assistance, training, and configuration support to ensure customer success and satisfaction. They will manage a portfolio of premium customer cases, coordinate with internal departments, and facilitate the adoption of SecuTix solutions.