Customer Success Manager

Wicket ( is a SAAS provider that enables sensational event experiences for fans, guests, and staff at live events and facilities. Our privacy-first facial authentication platform is based on patented AI technology that is integrated with ticketing, point of sale, credentialing, and access control systems. Wicket's platform has been deployed at more than 150 venues and facilities spanning professional sports leagues and major industry conferences, facilitating more than three million frictionless, secure biometric entrances and transactions.

Job Description

As Wicket continues to expand our customer footprint, a key component of our success is helping our customers make the most of our versatile platform. In this new role, you will be responsible for establishing and guiding customers through best practices on deploying Wicket’s technology and providing leadership to help maximize product adoption and usage across myriad use cases.

You will function as a key member of the Wicket operations team, working closely with the product, sales, marketing, and operations teams.

Wicket’s offices are located in Cambridge, MA, and Doylestown, PA; this role can be remote, noting a requirement to travel to these offices and our customer sites frequently. Strong preference for the east coast of the U.S.

Responsibilities:

?     Onboarding and Relationship Building: Work with Wicket Customer Operations to guide new customers through the onboarding process, ensuring a smooth transition onto our platform. Develop a deep understanding of each client's unique needs, objectives, and pain points to effectively tailor our solutions/integrations.

?     Deployment Success Planning : Work with customers to establish key success criteria and develop deployment and expansion plans to meet them. Define and implement programs to foster increased fan/user engagement.

?     Customer Success and Delight : Proactively monitor customer satisfaction and engagement levels, seeking opportunities to enhance value and drive the adoption of additional features or services. Identify areas for improvement and collaborate with internal teams to implement strategic solutions that exceed customer expectations.

?     Internal Collaboration and Alignment : Collaborate with internal teams, including customer operations, product management, sales, and marketing, to ensure customers receive consistent and comprehensive support for their success.

Outcomes:

?     NPS/CSAT: Establish, measure, and improve customer satisfaction (net promoter score (NPS) or customer satisfaction score (CSAT)

?     Product adoption : Establish, measure, and improve product adoption rates, as measured by the number or percentage of end users (fans, conference attendees, etc.) using Wicket-enabled services.

?     Customer expansion: Identify and drive opportunities for customers to expand their usage of Wicket to new use cases.

?     Customer retention : Minimize customer churn.

Expectations

?     Ownership - Wicket is a small, fast-moving company, and you will be expected to operate at a high level with significant autonomy.

?     Highly organized - You will have an opportunity to work with multiple top-tier customers and will be expected to provide excellent individualized attention as well as a strong focus on the important details.

?     Strong Communicator - As a key face of Wicket to our customers, you will be expected to provide prompt, clear, and professional communications.

?     Customer mindset - Your goal is our customers’ success, and as such, you need to have a strong customer service mentality and focus, with a high degree of empathy and understanding.

?     Technology Aptitude - Wicket is a cutting-edge technology company; you will need to quickly learn the Wicket product stack and be able to communicate fluently with internal and external teams about all aspects of our product.

?     Business Acumen - Ability to understand and communicate the business value of Wicket’s products and services, and connect that to our customers’ business drivers.

?     Startup Mentality - Wicket is a small, lean organization that allows us to move quickly and attack opportunities faster and more efficiently than our competitors. This requires a “get it done” mentality: accountability, adaptability, collaboration, and resourcefulness.

?     Travel —While much of the work can be coordinated and managed remotely, developing strong relationships with our key customers will require on-site visits. Given the nature of the sports and live events industry, this will require weekend and evening work and travel.

Requirements

?     Proven quantifiable results as an account manager or customer success manager in a SaaS B2B product company serving enterprise level accounts preferably in the sports industry.

?     Able to prove account growth/expansion

?     Understanding of product integrations

?     Referenceable client relations. Should have a passion for sports industry.

?     Experience with biometric systems is a plus.

?     BS Degree or more preferred

Job Type: Full-time with full benefits and flextime.

Wicket, LLC is an equal opportunity employer!