Manager - Client Support

Posted Date:1/5/2018 1:30:55 PM
Job Type: Full Time
Req #: JR-10100
Location: New York, NY
Job Category: Operations

Job Summary:

Awesome Job:           Client Support Manager         

Great Location:         New York, NY

Who we are.
We’re fans who help fans everywhere get in to the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it’s like working at Ticketmaster.

The role:

New York City is one of our highest-profile markets.  Not only will you be responsible for

the management of all client support functions within the area, but you’ll interact with top clients, executives, and account teams to provide the highest-level client support imaginable.  You will work in tandem with Account Executives, Marketing, and Information Technology/Field staff assigned to their clients. You will work closely with other Client Support Managers and the Client Support Directors to ensure standardization of communication and support throughout North America. Responsibilities include field support of financial data for Fraud, SAP, and Client Settlements.

What the job is:

Staff Management

  • Interview and hire new staff
  • Evaluate and manage performance
  • Train, coach, and mentor staff
  • Manage employee development
  • Ensure employees are using Infra for incident tracking and maintaining contacts
  • Monitor service levels provided by staff
  • Oversight of area Overtime and Travel & Entertainment budgets
  • Optimize client account team assignments.

Client Services

  • Communicate product updates, new features, and functionality to client support staff and client base
  • Build and cultivate excellent client relationships
  • Lower client support requirements through evaluation of support issues and coordinating delivery of appropriate training
  • Monitor client support service levels and ensure they are met and exceeded, when possible
  • Ensure clients are aware of all system help functions and other self service tools
  • Direct and implement best practices for all Ticketmaster product and system installations, upgrades, and maintenance at client sites
  • Manage and/or conduct internal and external product and system training
  • Conduct regular client meetings whereby best practices are reviewed, recommendations are made, and feedback is gathered

Product and System Support   

  • Remain current with software and new features and how they impact clients.
  • Provide support and best practices to the client for all TM products.
  • Organize and monitor product and new feature rollouts to the client base.
  • Facilitate improved product usage through suggested business process improvements and advanced training

Problem Resolution

  • Research client/customer complaints about service levels
  • Troubleshoot software, hardware, and event issues
  • Review specific issue details reported by the client
  • Work with National/Central support groups to expedite problem resolution
  • Site surveys with IT for AccessManager or other hardware install
  • Balance Audits/Settlement issues
  • Resolve issues with Customer Service for events with problems and/or special circumstances       
  • Provide specific issue details to National/Central support groups to expedite problem resolution
  • Monitor and resolve SAP financial discrepancies and ensure proper input of client data

What a qualified candidate should possess:

  • 3+ years of experience in live event management/operations
  • 3+ years of experience managing a team
  • Knowledge TM products and applications preferred
  • Microsoft Word and Excel experience and Salesforce experience
  • Service oriented, with strong organizational and communication skills
  • Strong executive presence
  • Able to successfully handle multiple priorities
  • Experience managing employees and teams
  • Strong project management skills
  • Certain degree of creativity, latitude, and problem solving is required
  • H.S. diploma or equivalent. BA/BS degree is preferred

Equal Employment Opportunity
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.