*You must be fully bilingual in English and French to apply. You will be automatically disqualified if you are not fluent in both languages*
Position Overview:
Do you love tech 💻, but have a passion for people too 🥰? As a Client Solutions Specialist, Queuing, you will be a part of the accesso LoQueue Operations Team supporting the Virtual Queuing Program with Compagnie des Alpes. Our Virtual Queuing solutions allow our clients to deliver best-in-class Queuing experiences to their guests through our innovative platform.
The Client Solutions Specialist is responsible for building outstanding partnerships with client teams onsite as well as internal stakeholders, all while making sure revenue and guest satisfaction success criteria are met. We're looking for people who are passionate, engaged and tech savvy – you will use commercial and analytical skills to monitor sales performance and provide pricing and product recommendations to implement enhancements to all aspects of the Queuing program.
An ideal candidate will have previous theme park experience and have a background in supporting guest-facing software solutions. You should love to work with people and technology equally – from working side-by-side with our client in guest-facing daily park operations to delving into financial analysis and creating new products.
As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities 🔍, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players 🤝, and love helping others.
Location: 30% onsite at client venue(s)
Reports to: Operations Manager
Travel ✈️ Requirement: up to 30%
What you’ll be working on:
- Configuration, modification, and testing of Queuing products via our Content Management System and additional Queuing applications.
- Building and maintaining outstanding relationships with internal and external stakeholders from front-line hosts to senior leadership.
- Advising clients on industry best practice and best use of the software.
- Develop and recommend content strategies aligned with short and long-term internal and external initiatives.
- Managing client support notifications, requests, and Service Desk tickets. Performing detailed analysis of financial results and Queuing KPIs to make data-driven decisions to improve service, revenue management and operational efficiency.
- Troubleshoot and diagnose complex client service issues and implement solutions with the use of internal systems.
- Participating in on-call rotations to provide first-class support to your client where necessary outside of business hours.
- Collaborate with internal teams to challenge the status quo, troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to our internal partners and translating their business needs into client solutions.
What you bring to the role:
- Strong verbal and written communication skills, in both English and French, with the ability to communicate effectively to both internal and external audiences.
- Outstanding general computer skills including the Microsoft suite of products and Outlook are required.
- Excellent commercial sense with an eye for detail.
- An ambassador for accesso’s company values – representing us in client meetings and being engaged in product delivery.
- Ability to learn quickly, grasp complex concepts, and use an acute attention to detail while problem-solving. You possess superb critical thinking and are solutions oriented.
- Familiarity with JIRA and Confluence or other service desk systems is desirable.
- Comfortable using HTML.
- Must be willing and able to travel internationally.
- Must have and maintain a satisfactory driving record in order to obtain a rental car at travel destinations as well as be comfortable using automobile, train, and plane transportation.
- Must have the flexibility to work extended hours and work on weekends and holidays to meet the needs of the business.
⭐️ Bonus points if you have:
- Bachelor’s degree in business, technology or a related field is a distinct advantage.
- Previous or current theme park experience.
- A keen interest in technology, web-based applications and data.
*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.
Perks & Benefits:
- Competitive compensation package including an annual bonus opportunity, because your hard work deserves recognition;
- 8-days of paid bank holiday leave and 26-days of paid annual leave (paid leave increases with tenure) – so you can go “OOO” and take that vacation you’ve been dreaming of 😎;
- 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.
- Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶;
- Robust health insurance scheme with the opportunity to participate in private medical scheme after satisfactory performance;
- Matching pension scheme (up to 8%) for a secure financial future;
- Gain unlimited access to Udemy for Business to support ongoing learning and career development;
- Enjoy a flexible work schedule that aligns with your team’s schedule ⏰.
