Customer Success Manager North America

Job Opportunity At Ventrata

Imagine standing at the top of the Empire State Building, taking in the breathtaking view. From the online booking to the seamless entry, every part of your ticketing experience was designed and supported by Ventrata. An industry-leading SaaS platform that helps attractions, tours, and activities to create memorable experiences.

Backed by a passionate team, headquartered in London and with offices in Brno, Lisbon, and remote teams worldwide, we're expanding rapidly across multiple markets and verticals. Our mission is to help businesses of all sizes scale and grow while preserving their unique identity and spirit.

Be a part of something extraordinary, where your ideas and contributions truly matter. Let's shape the future of travel together.

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 analyze 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.

Location : US

Duration : Full time

Must have experience from a similar position in the ticketing / travel industry.

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 maximize satisfaction;
• Create and maintain comprehensive project documentation;