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Director - Client Development

Posted Date:9/6/2017 4:28:51 PM
Job Type: Full Time
Req #: JR-06766
Location: Vancouver, BC
Job Category: Sales

Job Summary:

The Role:
The Client Development Director (CDD) will focus exclusively on our client accounts, concentrating on the needs of clients within western Canada. The CDD is responsible for managing, supporting, and servicing the account related needs of an assigned set of clients.

Responsibilities:

  • Direct and collaborate on the development of an account management blueprint, ensuring maximization of revenue and renewals within our client base
  • Develop and implement strategies to upsell existing clients on products, programs, or services that drive ticket sales and revenue for your segment; track, monitor, and adjust plans to maximize results
  • Develop, share, and implement best practices for assigned market segments
  • Forecast clients’ ticket/revenue contribution to the segment’s annual business plan by developing client level business plans, including account strategy, profitability analysis, and program projections
  • Complete ad hoc sales operations support as requested
  • Monitor service levels provided by support teams to ensure service level agreements are being met
  • Coach and collaborate with others on the client support, marketing, and account management teams to ensure effective, consistent communication of Ticketmaster’s capabilities, services, and relevant offerings for our clients
  • Responsible for retention of all clients within assigned portfolio, ensuring maximum margin levels through the renewal engagement
  • Comprehensively collaborate with a cross-functional team, providing distinct support functions to clients, ultimately maximizing client satisfaction scores
  • Identify new account opportunities, directing the customer acquisition process against a set of annual sales goals
  • Proactively conduct strategic account reviews with all assigned clients on a regular basis to review service needs and sales trends. Identify products and pricing that meet client needs and business objectives
  • Retain accounts through the development of strong relationships with key decision makers and users within an organization
  • Proactively develop relationships with key system and product users and provide product team with client feedback on product improvements
  • Assist in the identification of opportunities for new products and for enhancement and development of existing products
  • Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate
  • Deliver ongoing market analysis and assessment of competitors and market intelligence with a focus on the future and value creation
  • Ensure clients are proficient in using TM products and services by identifying user needs and coordinating training and consultative services
  • Maintain company’s contact management database (Salesforce) with accurate, up-to-date contact and activity details
  • Monitor and report on the activities of competitors and potential collaborators and identify business opportunities and threats
  • Provide product responses and reviews of RFPs

Qualifications:

  • Excellent customer service, communication, and consulting skills
  • Experience with live event ticketing or real-time inventory management systems preferred
  • Analytical and strategic thinking
  • Strong presentation skills
  • Expert project manager
  • BA/BS in Business, Marketing or related field and/or equivalent work related experience
  • Minimum 5-7 years experience in the with a strong focus on account management and account development
  • Experience in the live entertainment industry is highly desirable
  • Proven track record of exceeding sales targets
  • Experience leading change in a complex matrix-oriented organization with strong emphasis on team development
  • Strong competence in Microsoft Word, Excel, and PowerPoint
  • 25%-50% travel required

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