Client Success Manager, Live Entertainment

Accesso - Foster, OR - Position Overview: We are seeking an experienced Client Success Manager who will act as the primary client contact for our clients. As part of our accesso® Ticketing Group, you'll contribute to helping our clients sell more tickets, streamline operations, drive revenue and improve the guest experience. Our ticketing solutions allow our clients to sell general admissions, reserved seats, time/date specific tickets, season passes, memberships and so much more. The Client Services Manager is the primary contact for all aspects of account service and development for an established portfolio of key clients. Strong verbal, written communication skills and the ability to work well within a team environment are essential. An ideal candidate would have with a general familiarity with web-based technology including database structure, with some theme park or Front Gate experience. Candidates must have the flexibility to work extended hours and resolve client needs after hours, weekends, and holidays as needed. We move quickly and look for team members with excellent problem solving techniques and the ability to make sound decisions. We require self-starters who are able to adapt and learn quickly. Responsibiliites Include: Primary contacts with clients to lead, discuss, and resolve projects involving the client's ongoing relationship with accesso. Accountable for the end to end service experience for assigned clients, and ultimately, the client's overall service satisfaction. Manage daily client needs including preparing, configuring, loading and testing product for sale across ecommerce websites and point of sale systems. Proactively manage high level, complex client service issues, researching and resolving issues quickly and efficiently. Contribute 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. Act as client advocate, providing client feedback on changing needs, trends, expectations and satisfaction; keep clients informed of significant issues that might affect them. Provide overall account management, including billing oversight, contract addendums and tracking technical projects. Manage on-boarding of all new clients including new user and product set-up as needed. Perform all new user system training. Provide continued training support as clients leverage additional system functionality. Serve as liaison between client and technical staff. Quote and track all billable project work. Maintain outstanding lines of communication with all clients including teleconferences, meeting notes and regular project status updates. Maintain outstanding lines of communication with internal teams such as operations, development, IT support and quality assurance as well as external clients and third parties. Manage client support email inboxes. Run and verify client specific reports and filter results with a high attention to detail. Effectively communicate daily progress and project status updates to clients and client services team members. Perform testing on new software releases. Perform weekly website reviews for existing clients. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Qualifications: Ability to facilitate daily responsibilities with little to no direction Provide daily direction and communication so that client needs are met in a timely, efficient and knowledgeable manner. Ability to communicate effectively to a variety of audiences Must have the flexibility to work extended hours and resolve client needs after hours, weekends, and holidays as needed. After hours, weekend and on-call rotation is required. Demonstrated project management expertise and a minimum of three years client service experience. Outstanding general computer skills including Microsoft Word, Excel and Outlook are required. Candidates with a general familiarity with web-based technology are preferred. Must be able to travel 25% of time and have the flexibility to travel on short notice, if necessary. Must have and maintain a satisfactory driving record in order to obtain a rental car at travel destination as well as be comfortable using automobile, train and plane transportation. BS or BA Degree in Business, Technology or related field 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; 2-weeks of paid Parental Leave so you can bond with your child(ren) following a birth, adoption, or foster care placement; 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. WORKING AT accesso: accesso is taking precautions to protect the health and wellness of our employees around the world during the current pandemic, including but not limited to the temporary suspension of business travel and the implementation of remote work. Albert Einstein said, “In the midst of difficulty lies opportunity.” At accesso, this time of uncertainty has created opportunities for us to strengthen our partnerships as we continue innovating on future technology needs in a post-COVID world; to grow as a company as we identify areas for improvement in business processes and practices; and to focus on our wellbeing as we learn to navigate a new circumstance while staying meaningfully connected with our individual selves, families and teams. When we are in the office, we have FUN! From our bright, open spaces, foosball and ping-pong tables, caffeine and snack-filled cafes, we've created office environments all over the world that nurture our team members' creativity and fosters our company's core values: Passion, Teamwork, Commitment, Integrity, and Innovation. These values are celebrated globally, by region, and by team through a multitude of recognition programs such as iValue, Rockstar, and Legends Awards. We are empowered to do our jobs and then are recognized and rewarded for doing it well. Our teams work really hard, encourage and motivate one another, and love to celebrate personal and professional accomplishments as a family. This creates an atmosphere where people are eager to solve problems together and want to continuously do better for not only themselves, but for their teams and peers. We are an Equal Opportunity Employer and believe in the power of inclusivity. We are committed to creating a diverse environment for our employees to celebrate one another's unique qualities. Any hiring decision made is assessed on the basis of qualifications, merit, and business need. We are an Equal Opportunity Employer and believe in the power of inclusivity. We are committed to creating a diverse environment for our employees to celebrate one another's unique qualities. Any hiring decision made is assessed on the basis of qualifications, merit, and business need. Read more about at accesso. ABOUT accesso: At accesso, we understand that technology is a critical component to our client's success and the happiness of their guests. No business should have to settle for technology that creates more issues than it solves! Technology should be the solution, not the problem. Our clients need powerful technology solutions to grow their businesses and create connected guest experiences - and accesso delivers! That's why over 1,000 venues in 30 countries have chosen to partner with us.​ ​​ The status quo is not an option. If you're not moving forward, you're falling behind. With our accesso solutions, venues can empower their staff with the control, data and confidence to make informed decisions that will drive revenue, create operational efficiencies and improve guest experiences.... - Permanent - Full-time

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