Client Success Manager

Position Overview

Do you love tech , but have a passion for people too ? As a Client Success Manager you will be responsible for owning and developing the relationship with clients and promoting the use of accesso services and products. As a part of the accesso Ticketing Group, you will contribute to helping our clients sell more tickets, streamline operations, drive revenue and improve the experience of the end customer. Our ticketing solutions allow our clients to sell general admissions, reserved seats, time/date specific tickets, season passes, memberships, and so much more.

As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities , you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players , and love helping others.

Location: Riyadh, KSA

Reports to: Director of Operations

Travel Requirement: Up to 40% across KSA, occasional travel to Dubai, UAE

What You’ll Be Working On

• Maintaining and building outstanding lines of communication with clients as well as internal teams including customer support and quality assurance.
• Facilitate communication between technical teams and business stakeholders to ensure alignment and understanding of requirements
• Translate business requirements or issues into clear and concise technical specifications for software development. As a Systems Specialist, the main analysis is in relation to the technical and functional aspects of the system, including areas such as integration with external systems/devices/applications, SQL Queries and API services.
• Supporting third parties during integration activities with Horizon
• Overseeing both new clients and continued development of existing clients; leading the technical and functional, client activities in a prioritized and pro-active manner.
• Proactively managing high level, complex client service issues, researching and resolving issues quickly and efficiently.
• Contributing 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.
• Conducting demos for clients to understand the new system features and implementations which they can subscribe to.
• Advising clients on industry best practice and best use of the software.
• Provide training to end-users and support teams on system, applications and functionalities.
• Managing client support notifications, requests, and Service Desk tickets.
• Performing testing on new software releases and troubleshooting/supporting software development team in case issues are found. Keeping clients informed of significant issues that might affect them.
• Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Create comprehensive documentation including system manuals, user guides, and technical specifications.
• Supporting accesso sales team in the preparation and demo of the Horizon solution.
  
  

What You Bring To The Role

• Willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards, and that any challenges are dealt with swiftly and efficiently to minimize operational impact, guest experiences, and ticket sales. Our clients are theme parks and attractions so this will include support during evenings, weekends, or holidays, especially during seasonal peaks.
• Previous account management experience ideally supporting enterprise-level clients within the theme park or leisure industry experience in the Middle East.
• General computer skills including the Microsoft suite of products and Outlook are required.
• Experience with web-based technology,
• Exceptional organizational skills and the ability to prioritize tasks.
• Ability to facilitate daily responsibilities with little to no direction. The role will be based in Riyadh out of the client offices. The ability to work autonomously is fundamental to your success in this role.
  
  

️ Bonus Points If You Have

• Bachelor’s degree in business, Technology or a related field is a distinct advantage.
• Previous eCommerce, ticketing, or guest-facing service industry experience.
• Arabic language knowledge
• Experience working with Horizon/VGS ticketing software or similar.
• If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.
  
  

LIFE At Accesso

At accesso, we believe that fun is a fundamental part of the workday! From our tech to our passion for attractions, we infuse fun into everything we do, and our culture is no different. We’ve created a virtual environment with no shortage of connection – so share memes and high fives with teammates, or break up your day with virtual escape quests, “Online Office Olympics” and more! Work-life balance is important here too, so you’ll have flexibility in choosing the work setting and hours that fit your life best (so long as your work permits).

We believe that diversity is vital to innovation and that when we celebrate what makes each of us unique, we create a more inclusive environment where you can truly thrive. Our people are our most treasured asset, and we are proud to have such talented, passionate and tech-savvy professionals on our team. We are dedicated to providing equal opportunities for all, and any hiring decisions will be assessed on qualifications, merit and business need. If there are any accommodations you may need throughout the hiring process, please feel free to email us at [email protected] so that we can set you up for success. Learn more about Diversity & Inclusion at accesso. You can review our candidate privacy statement here: Candidate Privacy Statement

ABOUT Accesso

Our team is on a mission to improve the guest experience with technology. We support some of the world's top attractions and leisure & entertainment venues by creating innovative technology solutions that enhance the guest journey from start to finish. Currently, accesso employs over 500 team members around the globe , many of whom come from the industries we serve. From ticketing and eCommerce to virtual queuing and more, we understand firsthand what makes our clients and their guests smile, and we’re constantly developing new solutions to enhance the guest experience while helping our clients streamline operations and drive revenue.