Client Success Manager📣 إعلان

About the Client Success Manager Role

Accesso is seeking a Client Success Manager to join their team in Riyadh. This full-time position focuses on building and maintaining strong client relationships, promoting the use of accesso services and products, and ensuring clients maximize their success with the company's ticketing solutions. As part of the accesso Ticketing Group, you will contribute to helping clients increase ticket sales, streamline operations, drive revenue, and enhance the end-customer experience.

Role Overview and Responsibilities

The Client Success Manager will be a key member of the Client Operations team, providing essential support and service to clients. This role involves offering operational assistance, collaborating with colleagues to find practical solutions to challenges, and ensuring clients receive the support needed to create memorable experiences for their guests. The position requires strong interpersonal and problem-solving abilities, with a focus on patience and teamwork.

• Maintain and develop outstanding communication channels with clients and internal teams, including customer support and quality assurance.
• Facilitate clear communication between technical teams and business stakeholders to ensure alignment on requirements.
• Translate business requirements and issues into concise technical specifications for software development, focusing on technical and functional aspects, integrations, SQL queries, and API services.
• Support third parties during integration activities with the Horizon system.
• Oversee both new client onboarding and the continued development of existing clients, leading technical and functional client activities proactively.
• Manage high-level, complex client service issues, researching and resolving them efficiently.
• Contribute to Accesso's growth by identifying opportunities for clients to subscribe to additional services, increase utilization of existing services, and support contract renewals.
• Conduct client demonstrations of new system features and implementations.
• Advise clients on industry best practices and optimal software usage.
• Provide training to end-users and support teams on system applications and functionalities.
• Manage client support notifications, requests, and Service Desk tickets.
• Perform testing on new software releases and support the software development team with troubleshooting, keeping clients informed of any significant issues.
• Continuously evaluate processes and procedures, suggesting improvements for operational efficiency and service delivery.
• Create comprehensive documentation, including system manuals, user guides, and technical specifications.
• Support the Accesso sales team in preparing and demonstrating the Horizon solution.

Qualifications and Experience

The ideal candidate will possess a strong background in client management and a technical aptitude. This role requires a proactive approach to client service and problem-solving.

• Previous account management experience, preferably supporting enterprise-level clients in the theme park or leisure industry, with experience in the Middle East.
• General computer proficiency, including the Microsoft suite and Outlook.
• Experience with web-based technology.
• Exceptional organizational skills and the ability to prioritize tasks effectively.
• Ability to manage daily responsibilities with minimal supervision; the role is based in Riyadh, working from client offices, requiring autonomous work.
• Willingness to work extended hours, including evenings, weekends, or holidays, as needed to ensure high service standards and minimize operational impact.

Additional Preferred Qualifications

While not strictly required, the following qualifications would be advantageous for candidates applying for this role.

• A Bachelor’s degree in business, technology, or a related field.
• Previous experience in eCommerce, ticketing, or the guest-facing service industry.
• Knowledge of the Arabic language.
• Experience working with Horizon/VGS ticketing software or similar systems.

Work Environment and Location

This is a full-time position based in Riyadh, KSA. The role requires up to 40% travel across Saudi Arabia and occasional travel to Dubai, UAE. The position reports to the Director of Operations.