Senior Customer Success Specialist

ELCA Informatique SA; Fort Lauderdale (FL); On-site; USD 65,000 - 95,000; Full time

Job summary

ELCA Informatique SA seeks a Senior Customer Success Specialist to strengthen ties with LATAM clients and drive adoption of the S-360 platform in the Americas. You will provide on-site support at client venues and deliver practical training to staff, ensuring high satisfaction, timely resolutions, and proactive issue escalation.

Ideal candidates have 3+ years in customer support or professional services for SaaS or live events, strong communication, and fluency in Spanish.

Qualifications

• 3+ years in customer support, technical account management, or professional services in SaaS or live events.
• Experience with SaaS products.
• Ability to build and maintain excellent relationships with customers and colleagues.
• Strong written and verbal communication and presentation skills.

Responsibilities

• Provide hands-on assistance to LATAM clients in S-360 platform configuration and day-to-day use.
• Meet defined SLAs and resolve customer requests to satisfaction.
• Coordinate complex requests with relevant departments and keep customers informed of progress.

Skills

CRM (Salesforce)

SaaS experience

Customer success

Communication skills

Spanish (native/fluent)

Willingness to travel

Tools

CRM: Salesforce

Job description

About the opportunity

SECUTIX is the enterprise ticketing and audience engagement platform behind some of the most complex live events in the world - international federations, major tournaments, championship venues, and cultural institutions across Europe and beyond. Our S-360 platform is built on a simple premise: the rightsholder should own the fan relationship, the fan data, and the distribution of their own inventory.

SECUTIX Americas is the North American and LATAM arm of that business, headquartered in Fort Lauderdale and backed by our Swiss parent. As we grow our Americas and LATAM customer portfolio, we are expanding our Customer Success team.

We're looking for a qualified Senior Customer Success Specialist to join that team. Your mission is to strengthen proximity and collaboration with our LATAM clients, achieve a high level of customer satisfaction, and foster adoption of the S-360 platform by providing high-quality, personalized assistance.

What you'll own

Customer support & Solution configuration

• Provide hands-on assistance to LATAM clients in S-360 platform configuration and day-to-day use, troubleshooting issues across ticketing, box office, and integrated workflows.
• Meet defined SLAs, ensuring every customer request is fully resolved to the client's satisfaction.
• Coordinate complex or unresolved requests with the appropriate department, team member, or manager, keeping the customer informed of progress throughout.

Training & On-site event delivery

• Deliver on-site support, training, and event-day coverage for client venues and live events.
• Build client confidence and platform adoption through clear, practical training sessions tailored to each venue's operations and staff.

Knowledge & Continuous improvement

• Contribute to and maintain the customer knowledge base, documenting solutions, workarounds, and best practices.
• Identify recurring issues and feed them back to Product, Engineering, and Delivery to improve the platform and reduce repeat tickets.

Reporting & Escalation

• Track and report on case status, SLA performance, and customer health, escalating to management proactively when needed.
• Support the America Success Lead in monitoring customer satisfaction and platform adoption metrics.

What you bring

Required

• At least 3 years of relevant experience in customer support, technical account management, or professional services - ideally in ticketing, SaaS, or live events.
• Hands-on experience with SaaS products.
• Expertise working with a CRM (for example, Salesforce).
• Ability to build and maintain excellent relationships with customers and colleagues.
• Ability to learn new technology, applications, and tools quickly and easily.
• Strong written and verbal communication and presentation skills.
• Strong critical thinking and troubleshooting skills, with a logical, rational approach to problem resolution.
• Resourceful and creative in solving problems and developing ideas.
• Curious and passionate about learning new skills and subjects.
• Agility, a strong sense of commitment, and the discipline to stay focused.
• Good awareness and understanding of the sports, entertainment, and cultural industries.
• Willingness to travel to client sites, venues, and events.
• Native or fluent Spanish.

Strongly preferred

• Experience in the ticketing industry.
• Hands-on experience with a major ticketing platform — SECUTIX, Ticketmaster/Archtics, Paciolan, AXS, SeatGeek, Tessitura, AudienceView, Spektrix, Ticketure, or similar.
• Technical skills (APIs, Webhooks, SQL…).
• Comfort working within a European-headquartered organization and collaborating across time zones.

Location: Fort Lauderdale, FL