About Accredit Solutions

Accredit Solutions is a dynamic software company servicing the major sporting, and event industries. With offices in the USA, London UK, the UAE, and Australia, Accredit works with many of the world’s most high profile sports teams, sporting tournaments, stadiums, governments, and live events including NFL, NBA, NHL and MLS Clubs, NBA Events, Marathons, F1 Races, Premier League Football Clubs, National and International Soccer, Rugby, Cricket, Major Cultural and Government Events including recently The Coronation of King Charles, to name a few (www.accredit-solutions.com/our-clients).

Accredit Solutions promotes diversity, equality, inclusion and belonging through attracting, recruiting, developing, and retaining a diverse and international workforce, not only because it is the right thing to do, but because it enables us to build a world-class company to better serve our customers, our people, and the sectors we support.

Accredit Solutions is looking for an experienced, organised, and enthusiastic professional to support the company’s US Client Services team to support the onboarding of a key client and stakeholders in 2024.

Location: Remote (US residents with the right to work only)

US Client Manager Job Description

• Provide stakeholder engagement with the ability to build relationships at different levels with clients and third parties
• Deliver project presentations and system demonstrations to variety of groups (small or large)
• Manage client timelines and expectations to ensure milestones are achieved in a timely and efficient manner.
• Liaise with clients to implement and set-up key system requirements for the client including branding, communication templates, registration forms etc.
• Adhere to the on-boarding and day to day processes and plans
• Provide detailed onboarding training to identified client contacts with a train the trainer approach
• Deliver user guide materials and how to video instructions
• Deliver ongoing support and escalation where necessary for all client queries and issues for resolution via company support tool (Zendesk)
• Provide regular reporting to line manager on the status and progression of clients
• Work closely with the Accredit Development team to investigate system functionality issues or new client requirements
• Provide support to other members of the client services team in the same or other geographical regions
• Improve knowledge of the product and tools via internal training
• Be available to work event specific hours to support client operations and events where necessary
• Be open to providing onsite support service at client led events where necessary

Skills

• Attention to detail
• Ability to communicate at a high level – verbal and written
• Ability to present or demonstrate to internal and external stakeholders
• Experience with using Credential or CRM Platforms
• Desirable experience in using a service desk tool
• Ability to deliver to project timelines and milestones in a timely manner
• Ability to use Microsoft Office Products (Excel, Word, Powerpoint, Outlook – SharePoint desirable but not a mandatory requirement)
• Ability to work as part of team environment or where necessary independently on individual task/ projects
• Ability to demonstrate good time management – Internal workloads and external projects

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Days: Monday to Friday with some weekend support work

Travel requirement: Travel from time to time

Work Location: Remote – with occasional travel to customer sites, events, and our head office (Durham, NC), as the business dictates.

About Accredit Solutions

Accredit Solutions provides credentialing platforms to some of the World’s highest-profile sporting, government, and major event organizations. With offices around the world and we continue to expand our US operations to support our rapidly growing customer base, which includes NFL, NBA, NHL and MLS teams, plus high-profile major events in basketball, golf and athletics.

For the right person, this is an opportunity to get into the world’s fastest growing, award-winning, credentialing business and it would be your role to support them.

Accredit Solutions is seeking an enthusiastic Customer Account Executive to join the US team. You will own client requirements, escalations and issues resolution and manage these through to conclusion. You will report to the Director of Client Services USA and will work alongside our Product Manager, Development Team and Salespeople to ensure the product is always delivered to the expected service levels.

You will be involved in some of the USA’s most prestigious sporting events, that Accredit Solutions is proud to have as customers. This is an excellent opportunity to work in a fast-paced environment that will challenge you and support you throughout your career development.

Job Description

We are looking for a customer support professional, working as part of our US team, to assist our global clients with technical queries when using our products and services.

You should be a motivated and passionate support professional, with a great technical aptitude, able to manage increasing levels of responsibilities with an ability to prioritize.

Daily duties include onboarding new client systems, resolving customer queries, recommending solutions, and training clients on new features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to build relationships and earn our clients’ trust. You should also be familiar with help desk software and CRM type systems.

Ultimately, you will help establish our reputation as a company that offers excellent customer support.

Responsibilities

• Responsible for implementing new client system builds, rollouts, and upgrades as per the agreed Project Milestones plan
• Managing client queries via our support desk channel (Zendesk), meeting and exceeding company-wide KPI levels, and adhering to the company SLAs
• Documenting all client enquiries, requests, resolutions, and follow-up tasks via internal databases
• Responding to customer queries in a timely and accurate manner, via email or video chat
• Identifying customer needs and assisting customers in using specific features
• Analyzing and reporting product issues (by testing different scenarios or impersonating users)
• Sharing feature requests and effective workarounds with team members
• Training clients on new features and functionalities via online meetings, videos, and online guides
• Following up with customers to ensure their technical issues are resolved
• Gathering customer feedback and sharing it with our Product, Sales, and Marketing teams
• Handling hardware asset management

Required skills

• 2+ years’ experience as a Customer Support Specialist or similar Customer Service role
• Familiarity with working in a cloud computing/SaaS company
• Experience using help desk software and issue escalation systems
• Understanding of how CRM systems work
• Excellent communication skills – written & verbal
• Analytical process to problem solving
• Multi-tasking abilities
• Patience when handling tough cases

Desired Skills

• Background in event operations, sports, ticketing, or credentialing
• Understanding of information security and data handling
• CSS/HTML experience
• SQL experience

Job Type:

Full-time, office or remotely based, required and fully supported. Intermittent travel to office in Durham, North Carolina.