Customer Success Specialist North America

Who we’re looking for

The ideal candidate has previous experience from an account management or project management environment. You will be detail oriented with a can do attitude and a very flexible and intuitive approach to overall customer experience. You should be able to analyse customer feedback and increase customer experience, while keeping profitability at the front of your decision making. You should be a mediator with great negotiation skills and capable of going the extra mile for both your colleagues and your customers. Do you have previous experience with a ticketing system? Even better…

About Ventrata

Founded in late 2016, Ventrata is an enterprise ticketing platform designed for high-volume attraction, tour, and activity operators. Our all-in-one platform powers online, in-person, & third-party sales, and provides robust functionality around resource management, hardware integrations, and 24/7 live support. Ventrata's solutions are trusted by some of the biggest names in the industry: Big Bus Tours, Sightseeing Pass, Tootbus, Historic Tours of America, Boston Duck Tours, Pilsner Urquell Experience, Fat Tire Tours, Museum of Illusions, multiple Gray Line and City Sightseeing operators.

Despite the challenging environment, Ventrata continues to grow in double digits. During the global pandemic, many attractions have restructured and upgraded their technology. In 2023 Ventrata sold 21,675,439 tickets which was a 60 % increase compared to 2022 and we have expanded to 57 countries, covering 29 % of the globe, reflecting our growing global footprint. Ventrata has been profitable since 2018 and holds substantial private backing. There have been two successful rounds of funding prior to coronavirus. No funding has been required to maintain operations through the period. Our team is based in Czechia, UK, Austria, Spain, Portugal, Slovakia, Croatia, Nigeria, Morocco, Canada and the US.

Key Responsibilities:

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
• Responsible for annual negotiations with existing customers;
• Develop customer relationships that promote retention and loyalty;
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors;
• Represent the voice of the customer to provide input into the core product, marketing and sales process;
• Within a short period you will get to be an experienced user of our product, you should be able to use and explain all the functionalities, be able to investigate issues and troubleshoot or escalate to the dev team;
• Lead the onboarding process and training of new clients;
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives;
• Clearly communicate progress of weekly / monthly / quarterly initiatives to internal and external stakeholders;
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base;
• Develop new business with existing clients and / or identify areas of improvement;
• Collaborate closely with the sales team on a client handover, once the sales cycle is completed and the onboarding process can be initiated;
• Collaborate closely with the Customer Success team, share best practices, and lessons learned. As well as with Development team to bugfix reported issues and work on new features based on the feedback from clients;
• Assist with challenging client requests or issue escalations as needed;
• Expedite the resolution of customer problems and complaints to maximise satisfaction;
• Create and maintain comprehensive project documentation;

Requirements

• Native English;
• Proven work experience as an Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Project Manager or another relevant role;
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level;
• Experience delivering client-focussed solutions to customer needs;
• Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail;
• Excellent listening, negotiation and presentation abilities;
• Strong verbal and written communication skills;
• Driven and detail-oriented, self-motivated, enthusiastic and a can do attitude;
• Experience from the SaaS environment is a plus;

Benefits

• We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us.
• Unlimited paid holiday days.
• Start-up working environment.
• WFH or work remotely.
• Team buildings and company remote office. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, and France. We also enjoy a spontaneous beer after work or any sports activity.
• Office in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :)
• Young and passionate team
• Refreshments and delicious coffee in the office area.
• Hardware/ remote setup package.
• Competitive salary and regular salary revaluation.
• Bonuses based on company performance.

Did we catch your eye or maybe also your heart and do you want to become part of the Ventrata family? Send us your CV and join us!