Customer Success Director, Ticketer
Ticketing technology for public transport
Open for applications
Ticketing technology for public transport
21-100 employees
Open for applications
21-100 employees
Company mission
To be a trusted partner to transport operators and authorities; providing solutions that drive seamless journeys and industry innovation.
Role
Who you are
- Ability to manage stakeholders and communicate effectively
- Ability to influence and negotiate to manage expectations
- Driving Licence and access to a vehicle
- Experience building and sustaining good relationships
- Commercial experience
- Self-organized, methodical, and promoter of ‘we can do anything’ mind-set
- Solution focussed mindset
- Customer centric, a problem solver, pragmatic, ambitious and a team player
What the job involves
- We are on the look out for a Customer Success Director to join our Commercial Team
- In this role you will be the primary point of contact for our clients, responsible for building strong relationships, understanding their needs, and ensuring their success with our products/services
- You will collaborate closely with our sales/marketing, support/operations, and product teams to deliver an exceptional customer experience
- Build and maintain strong, long-lasting customer relationships
- Understand customer needs and objectives; ensure their success with our products/services
- Serve as the voice of the customer and provide feedback to our product and engineering teams for continuous improvement
- Proactively identify and work to resolve customer issues
- Monitor and analyse customer usage data to identify trends and develop strategies for increasing product adoption and retention
- Conduct regular check-in calls and meetings face to face to ensure ongoing satisfaction and identify upsell/cross-sell opportunities
- Collaborate with the sales team to identify and grow opportunities within the existing customer base
- Develop and maintain customer success metrics and KPIs to track progress and drive improvements
- Prepare and deliver regular reports to management on customer success metrics
- Requirement to travel 3 days per week to visit customers with remaining days focussed on admin time to support the customer deliverables
- Understanding the current service provided by Ticketer including features, charges, integrations, support issues and repair volumes so that you have the required knowledge to have informed conversations and propose relevant solutions to customers proactively
- Understand the financials and profitability of a customer to ensure that where there is opportunity to upsell or offer features for free as part of a retention plan that this is fully understood
- Understand Ticketer value proposition and how it differentiates from competitors
- Ensure that invoicing is undertaken timely and accurately for your customer portfolio
- Maintain a customer health tracker detailing the customer health and actions needed to improve customer satisfaction, tracking through the actions to completion as required
- Ensure that the portal is up to date for your portfolio of customers
- Keep abreast of releases and new features and ensure that your portfolio of customers are aware and understand the benefits of the new features
- Deliver presentations and demonstrations of functionality for both hardware and software
- Process orders raised by customers ensuring that pricing is delivered in line with the agreed pricing strategy and that the order is clear and comprehensive and raised in Dynamics to be processed by the business
- Monitor orders end to end to ensure fulfilment is undertaken in a timely manner and that the customer is aware of the progress along the way
- Escalate issues and requirements for your customers ensuring that the business understands the impact and that customer expectations are managed
- Contribute to and support tenders/new business activities as required
- Be an expert in your field, networking with industry experts and having an informed view on market trends and developments
Our take
Ticketer supplies innovative ticketing solutions for public transport such as busses, trams, trains and aircrafts. In an increasingly contactless world, these solutions enable operators to better serve their communities and give a more seamless ticketing experience.
The company supplies both software and devices, designed to be used both at the depot and on board. In addition to a ticketing portal, ETMs and account based ticketing, Ticketer also provides fleet management services such as vehicle tracking and driver messaging.
This all-in-one approach, combined with its tailoring to public transport, is what makes Ticketer stand out. It is thanks to this that it has secured a position as the UK’s largest ETM supplier outside London, giving it a great foundation from which to build into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 25 days holiday per year (increasing to a max of 28 with service), plus having your birthdays off
- In the summer months of June, July and August, you are invited to take an additional 1 Friday afternoon off per month (3 half days in total)
- We’ll make a 5% contribution to your pension scheme with AEGON with the employee minimum contributions at 3%
- Life Assurance and Income Protection Insurance from day 1
- Employees can choose to join the Company’s Private Health Insurance scheme (with AXA) after 3 months of joining
- Tax free £250 annual allowance to spend on your wellbeing and encourage an active and healthy lifestyle
- Flexible working patterns that suit you and us
- Get a bike and accessories tax free, encouraging a greener and healthier alternative to getting around
- A bonus every time an employee hits a 5-year mark. Starting at £1,000 for 5 years, then bumping up by £1,000 each time. So, think £2,000 at 10 years, £3,000 at 15 years, and so forth.
- Social events throughout the year to bring all the team together and enjoy some down time
- Access to Perkbox which brings an array of deals and discounts from top-notch brands for our employees
Leadership
Kelly Hanna
(CEO)Former COO of the company. Previously VP of EU Operations, Vendor Payroll and Global Support Services at Alight Solutions.
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