Raleigh Durham Jobs
If you are ready to take your career further by joining The Accredit Solutions US team take a look at the vacancies we have below or, alternatively, send a copy of your CV to info@accredit-solutions.com and we will get in touch with any relevant positions.
Key Responsibilities:
- Establish long-term relationships with clients and maintain high levels of client satisfaction
- Manage the day-to-day needs of high-demand clients regarding system configurations & builds, seasonal updates, user trainings and issue resolution
- Develop a strong understanding of the Accredit product offerings and demonstrate expertise in system implementation and solving customer issues via our prescribed issue processes
- Provide extensive on-site client and tech support for a wide variety of Accredit US events
- Collaborate with the domestic and global team on client needs and product developments
Job Type:
- Full-time, remote
- Upwards of 40% travel required
- 3-5 years of experience working in event management/support or B2B software support
Required skills:
- Demonstrate a highly analytical and logical approach to aligning the Accredit platform offerings to our client’s workflow to ensure high-level productivity
- Efficient & thorough project management skills.
- Ability to travel extensively across the US.
- Manage increasing levels of responsibilities with an ability to prioritize.
- Self-starter, with the ability to work remotely for a week or more at a time.
- Experience working with IT, Event Technology or CRM systems
- Experience working with Microsoft Programs (Excel, Word, PowerPoint etc.)
- Strong relationship-building and customer service skills.
- Excellent communication skills – written & verbal.
- Strong interpersonal skills, on the phone, in virtual meetings, face-to-face and within a team environment.
Desired skills:
- CSS/HTML Experience
- SQL Experience
- Event Technology Experience
- Background in event operations, professional sports, college sports, ticketing, or credentialing.
Please send a resume to Thomas Standley at t.standley@accredit-solutions.com
Job Description:
As part of our continued growth in the region, Accredit Solutions is seeking an experienced Director of Client Services to support a growing customer base and manage its client services team in the USA.
For the right person, this is an opportunity to become a key part of a rapidly growing, award-winning, cloud-based credentialing software business, as it grows its business in the USA, North and Central America. The business is expanding its client list in the US at speed, and it would be your role to help support and drive this growth.
As Director of Client Services, you will manage the team that owns client requirements, escalations and issues and manage these through to conclusion. You will report to the Global Head of Client Services and will work alongside our Product Manager, Development Team, and US President to ensure the product and support is always delivered to the expected service levels. This is an excellent opportunity to work in a fast-paced environment that will challenge you and also support you throughout your career development.
About Accredit Solutions:
Accredit Solutions is a rapidly growing software business that offers market-leading credentialing platform to some of the world’s best-known sports clubs, sporting competitions, stadiums, governments, and live events. With offices in the UK, Australia, and the UAE, Accredit Solutions is now actively expanding our US operations to support our growing customer base, which already includes NFL, NBA, NHL and MLS teams, plus high-profile international events like Miami F1GP, New York City Marathon and US Open Golf Championship.
Main Functions:
Oversight and leadership of a US based Client Services team, providing excellent support to new and existing clients within recognized company processes and service agreements.
Tasks and Responsibilities:
- Daily management of regional client services team
- Monitoring Support channels to ensure productivity, professionalism, and adherence to service level agreements
- Provide daily leadership and mentoring to client services team
- Training, coaching, and supporting team members to help them meet company goals
- Regular reviews of team performance in line with KPIs and service agreements
- Recruitment of new CSE staff when required
- Providing regular incident reporting to the senior management
- Document all client enquires, requests, resolutions, and follow-up tasks via Zendesk and Azure
- Taking ownership of issue escalations through investigation and development resolution
- Responsible for implementing new client system rollouts and upgrades as per the agreed Project Milestones plan
- Review and sign off all new client systems prior to Client Testing Phase
- Participate in client demonstration meetings and post event/season review meetings where necessary
- Providing face to face/virtual user training to individuals or teams as well as user guides and videos where needed
- Maintain client complaint and issue escalation process
- Liaise with Sales Team on new client deals and timelines where required
- Review and advise on proposed client requirements and tenders where required
- Enforce company policies on storage, use and disposal of client accreditation data
Demonstrative Skills:
- Good Communication. Verbal and written.
- Strong leadership mentality
- Strong People management
- Excellent Client relations
- Demonstratable Critical Thinking
- Analytical process to problem solving
- Accurate Project Management
Key Performance Indicators
- Maintain team KPIs in line with client service agreements
- Ensure team adherence to company policies and processes
- Providing regular management information reporting
- Ensure all client queries and incident follows the agreed Zendesk ticketing policy
- Adherence to global account management process
- Analysis and action planning following new customer satisfaction feedback
- Provide motivation and guidance to regional client services team
Please send a resume to Thomas Standley at t.standley@accredit-solutions.com
