{"id":1119905,"url":"https://alion.io/job/elcasecurity-senior-customer-success-specialist","title":"Senior Customer Success Specialist","company":{"id":57812,"name":"ELCASecurity","domain":"elcasecurity.ch","url":"https://alion.io/company/elcasecurity","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":353,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Fort Lauderdale, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":80000,"max_usd":169000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":347},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-22T13:22:33Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-23T16:54:45Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the opportunity\nSECUTIX 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.\nSECUTIX 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.\nWe'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.\nWhat you'll own\nCustomer support & Solution configuration\nProvide 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.\n\nMeet defined SLAs, ensuring every customer request is fully resolved to the client's satisfaction.\n\nCoordinate complex or unresolved requests with the appropriate department, team member, or manager, keeping the customer informed of progress throughout.\n\nTraining & On-site event delivery\nDeliver on-site support, training, and event-day coverage for client venues and live events.\n\nBuild client confidence and platform adoption through clear, practical training sessions tailored to each venue's operations and staff.\n\nKnowledge & Continuous improvement\nContribute to and maintain the customer knowledge base, documenting solutions, workarounds, and best practices.\n\nIdentify recurring issues and feed them back to Product, Engineering, and Delivery to improve the platform and reduce repeat tickets.\n\nReporting & Escalation\nTrack and report on case status, SLA performance, and customer health, escalating to management proactively when needed.\n\nSupport the America Success Lead in monitoring customer satisfaction and platform adoption metrics.\n\nWhat you bring\nRequired\nAt least 3 years of relevant experience in customer support, technical account management, or professional services - ideally in ticketing, SaaS, or live events.\n\nHands-on experience with SaaS products.\n\nExpertise working with a CRM (for example, Salesforce).\n\nAbility to build and maintain excellent relationships with customers and colleagues.\n\nAbility to learn new technology, applications, and tools quickly and easily.\n\nStrong written and verbal communication and presentation skills.\n\nStrong critical thinking and troubleshooting skills, with a logical, rational approach to problem resolution.\n\nResourceful and creative in solving problems and developing ideas.\n\nCurious and passionate about learning new skills and subjects.\n\nAgility, a strong sense of commitment, and the discipline to stay focused.\n\nGood awareness and understanding of the sports, entertainment, and cultural industries.\n\nWillingness to travel to client sites, venues, and events.\n\nNative or fluent Spanish.\n\nStrongly preferred\nExperience in the ticketing industry.\n\nHands-on experience with a major ticketing platform - SECUTIX, Ticketmaster/Archtics, Paciolan, AXS, SeatGeek, Tessitura, AudienceView, Spektrix, Ticketure, or similar.\n\nTechnical skills (APIs, Webhooks, SQL…).\n\nComfort working within a European-headquartered organization and collaborating across time zones.\n\nLocation: Fort Lauderdale, FL","description_format":"text","description_chars":3660,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Security","Incident Response"],"lifecycle":[{"event":"open","at":"2026-09-22T18:26:02Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":353,"reasons":["conf:5","velocity","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/elcasecurity-senior-customer-success-specialist","json_url":"https://alion.io/job/elcasecurity-senior-customer-success-specialist.json","meta":{"generated_at":"2026-09-23T21:33:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}