Customer Success Manager I

For 35+ years we’ve been providing innovative ticketing software solutions to some pretty cool industries including amusement parks, museums, attractions, zoos, and aquariums. We work with globally recognized destinations as well as lesser-known but locally loved attractions on six continents. Now, we are looking to add an experienced Customer Success Manager to the team.

Main Function:

The Customer Success Manager (CSM) is responsible for managing the overall client relationship with Gateway Ticketing Systems (GTS) to ensure customer satisfaction and a long-standing customer relationship.  Work with existing clients, including international Partners, to expand their use of Galaxy and related products and services.  Sell additional Galaxy modules and related services through a consultative approach.  The CSM works with the Operations department to analyze the products existing clients are utilizing and identifying the clients who would be eligible for upgrades and/or enhancements.  Communicate with other team members when process improvements and efficiencies can be had.

Education and Experience: 

• BS/BA degree preferably in a Sales, Marketing, or Communications related field. 
• 3+ years Sales Experience in solution/consultative selling environment.
• 7-10 years’ experience in Sales or Ticketing/POS industry.

Core Competencies:

• Consultative selling to existing clients, domestic and international by completing planned communication events in conjunction with the client. Partner with the customer to determine their particular needs and match them with the solutions provided by Gateway.  These solutions may include but are not limited to: 
  • Software licenses 
  • Equipment sales such as peripherals, computers, etc.
  • Operating supplies such as receipt paper, ticket stock, pass stock, ribbons, etc. 
  • Services such as trainings, on-site visits, system audits, etc. 
• Achieve assigned yearly sales goals through existing customers by managing annual renewal process for each assigned customer.  Keep sales forecast updated with current and relevant information.  Contribute at a high level to the development and achievement of annual sales campaign goals. 
• Identify customer eligibility for upgrades and future enhancements resulting in additional revenue from existing customers. Discuss a customer’s use of software and being able to provide any operational recommendations. Manage software customization requests from customers by following the Business Solutions Department QE Requests Process. 
• Ensure all customer information is up to date and accurate in all relevant systems.  Collect information on customer satisfaction with products for references and testimonials.  Communicate customer satisfaction or dissatisfaction to the appropriate representatives within Gateway.  
• Create innovative customer solutions by consistently demonstrating a high level of leadership and interpersonal skills to work successfully with internal staff and management level coworkers. 
• Attend trade shows and Gateway Ticketing Systems’ Use Group Meetings Prepare and present online Microsoft PowerPoint presentations. Performing online demonstrations of the Galaxy product suite. 
• Possess a deep understanding on the Galaxy product and how the Galaxy product can positive impact our customer’s business. Attend company and department training. 
• Manage and expand sales opportunities with large complex customers who are Galaxy power-users, have multiple locations and/or are in multiple countries. 
• Expand the use of Gateway Ticketing Systems’ products and services by providing ROI analysis, building business cases and assisting customers with the development of their requirements.  Develop strategic account plans for key accounts to increase sales of products and services.

Job Description:

Essential Duties

1. Oversee the effective delivery of managed services for customers’ daily operations across contracted functions.  
2. Manages and develops team members and team leaders to ensure that supported areas are operating optimally to meet customer needs.  
3. Proactively researches and recommends courses of action to prevent problems and to maintain high service levels for customers. 
4. Oversees the design, development, release and maintenance of Gateway solutions and services for contracted customers.  
5. Implements standardized operational policies, procedures and continuous-improvement programs. 
6. Work closely with key customers and internal stakeholders to build strong collaborative relationships. Understands business needs and drivers for service levels. Uses this information to drive innovative solutions and maintain a high level of customer satisfaction. 
7. Oversee the successful execution of all service deliverables.  
8. Participates in program and project planning and ensures resources are allocated appropriately.  
9. Works in conjunction with internal teams to collaborate on the personnel and technical resources necessary to ensure the delivery of world-class customer service. 
10. Leads the establishment of metrics, key performance indicators and service level agreements for driving the performance of operations service delivery.  

General Duties:

1. Complete all tasks and handle all situations in accordance with Gateway’s Core Values.
2. Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, or participating in professional organizations.
3. Communicate in a clear, concise and timely manner, including voicemail and email.
4. Always promote and uphold the values, mission, and vision of the company.
5. Read, understand, and comply with the Employee Handbook.
6. Promote and adhere to all defined policies, processes, and procedures.
7. Perform other tasks as required by management.

Physical Demands:

• Ability to hear, see and speak adequately (with or without accommodations) to perform the essential functions of the job
• Ability to perform repetitive movement actions including walking, standing and sitting for long periods of time to adequately perform the essential functions of the job
• Ability to lift up to 30 pounds
• Ability to work in inside environmental conditions

Diversity and EEO statement:

As an organization, we strive to maintain an environment and culture where all voices and perspectives are valued, where all team members are seen and heard, where opportunities are available to all who seek them, and where all employees feel they are able to bring their authentic selves to work each day. Diversity, equity and inclusion are an organizational priority, and we are committed to further building and strengthening these programs each year.

Gateway Ticketing Systems is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, biological sex, gender identity, gender expression, sexual orientation, national or ethnic origin, genetic information, disability, age, veteran status, family or marital status, or any other applicable legally protected characteristics.

No agencies, please. 

We are not sponsoring visas at this time.