Job Description

In this role

Mission and responsibilities

As a Cloud Computing company, SECUTIX understands the importance of Customer Success. That is why, as we continue to grow our customer base, 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 relationships / closeness with clients, to achieve a high level of client satisfaction and to foster the adoption of our solution by providing high-quality, personalized assistance.

Supporting our Customers

• Provide assistance to our customers with our software configuration and usage
• Meet defined SLAs and ensure customer requests have been fully resolved to their satisfaction
• Coordinate customer requests with the appropriate department, a member of staff or a 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 the customer site
• 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 build and maintain our customer knowledge base and learning/adoption plans
• Collaborate with customers to identify process and practice improvements
• Escalate 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
• Teamwork skills to share learnings between teams
• Agility, strong commitment, and focus
• A good awareness and understanding of the sports, entertainment and cultural industries
• Native English speaker

Your Work Experience

• At least 5 years of relevant experience
• Hands-on experience with SaaS products
• Experience in the Ticketing industry
• Experience 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 interaction with customers in the creative industry
• A supportive culture with excellent opportunities for professional and personal training and development.