Client Success Manager

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. You will ensure that each of our customers receives the best possible support during their onboarding with accesso Paradox and will support them during ski season. You are the key to fostering long-term commitment and optimal use of our product.

As a member of our customer success team, you will play a vital part in ensuring 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.

As expected with a role with this level of responsibility, you must have the flexibility and be 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 ski resorts, so in order to provide quality service, it is necessary to ensure availability (in rotation) for our customers on weekdays, holidays, and weekends (between 8:00 am and 8:00 pm), especially during seasonal peaks.

Location: United States or Canada; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US or Canada, at our Quebec City office location, or a hybrid version of in-office and remote.

Reports to: Manager, Client Success

What you'll be working on:

1. Coordinating (including project management) the onboarding on accesso Paradox with new customers from kick-off to go-live.
2. Analyzing customer objectives and optimizing training plans to include conducting both online and in-person individual and group training sessions.
3. Collaborating in the development of training tool content.
4. Contributing to continuous improvement of the customer success plan.
5. Providing outstanding customer support via phone or support portal for anything related to Paradox products (technical issues or usability issues).
6. Providing effective analysis and diagnosis of complex incidents by asking key questions that can lead to first-contact resolution or assignment of the ticket to the appropriate department.
7. Acting as the primary contact between the development and customer support teams during the problem-resolution period while performing required actions on behalf of the customer to help them out (complex configuration, new features, etc.).
8. Providing timely support and diligent follow-up with users.
9. Working closely with all team members, including customer support, product development, engineering, IT, and quality assurance, to ensure effective customer and user support.
10. Monitoring and staying on top of customer needs to analyze opportunities to improve their experience, adoption, and satisfaction.

What you bring to the role:

1. Strong ability to interact and connect with others, and build strong relationships.
2. 2 to 5 years of experience in customer support.
3. Fluent in French and English both orally and in writing.
4. Ability to take charge of projects, manage priorities, and be proactive in finding solutions.
5. Ability to understand a complex use case, analyze a problem, and make it understandable for the team.
6. Ability to establish and maintain a trusting relationship with each client to facilitate collaboration and anticipate needs.
7. Ability to proactively listen and advise each client to meet their needs.
8. Change management savvy: Ability to move forward with projects in a fast-paced environment where the product is constantly evolving.
9. Experience with Atlassian & Jira suite.
10. Ability to understand the reality and needs of ski areas and ski/snowboard enthusiasts.

️Bonus points if you have:

1. Bachelor’s degree in business, Technology or a related field is a distinct advantage.

*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.

Our perks and benefits:

1. Competitive compensation package, because your hard work deserves recognition;
2. 4-week Paid Time Off for the first 3 years, with increasing accrual afterward – so you can go “OOO” and take that vacation you’ve been dreaming of;
3. 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy;
4. Inclusive Family Benefits, including a $7,500 USD (or CAD equivalent) benefit for surrogacy, adoption, and fertility. Because family planning should come with support;
5. Secure your future with employer contributions up to 4% to your pension plan;
6. Benefit from a 50% employer contribution to our group benefits plan, ensuring your well-being;
7. Gain unlimited access to Udemy for Business to support ongoing learning and career development;
8. Prioritize mental health with resources like the Calm app and our robust EAP program;
9. Enjoy a flexible work schedule that aligns with your team’s schedule.

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 careers@accesso.com 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.

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