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Live Nation Worldwide, Inc.

Manager - Client

Live Nation Worldwide, Inc. - Austin, TX

Job Summary:

Title:

Senior Client Operations Manager

Reports to:

Director of Client Operations

Position Type:

Full-time/Exempt

General Summary:

The Senior Client Operations Manager (Sr. COM) is responsible for managing all client support functions. The Sr. COM will act as an advisor and consultant for their clients, working in tandem with executives, other departments, and internal and external stakeholders to meet and exceed client expectations. The Sr. COM will lead a team of Client Operations Representatives and advise on best practices to ensure standardization of communication and support for all clients.

Responsibilities:

Act as primary advisor and consultant for client's ticketing and event needs, providing expertise in all aspects of the client relationship.

Build and cultivate excellent client relationships by monitoring client support service levels ensuring they are met and exceeded when possible, and ensuring clients are aware of all system help functions and other self-service tools.

Communicate product updates, new features, and functionality to client base.

Conduct regular client meetings to review best practices, make recommendations, and gather feedback.

Direct and implement best practices for all FGT product and system installations, upgrades, and maintenance at client sites.

Craft messaging to clients on features and functionality, coordinating with product managers, marketing, design and business development as needed.

Lead internal projects to improve FGT products or processes. Manage and/or conduct internal and external product and system training. Facilitate improved product usage through suggested business process improvements and advanced training.

Manage problem resolution, including, but not limited to, researching complaints; troubleshooting software, hardware and event issues; resolving issues with Customer Service; and providing specific issue details to expedite problem resolution.

Manage a team of Client Operations Representatives. . Additional management responsibilities include management on time off, annual review of performance goals, training and development of team in working with clients to ensure standardization of communication and support

Provide guidance to all Client Operations Managers, as needed.

Conduct quality control processes to ensure the accuracy of event details in the ticketing system, including Internet and Point of Sale.

Execute and complete other duties as assigned.

Knowledge, Skills and Abilities:

5 years enterprise software and/or ticketing industry experience is required

3 or more years' experience with the FGT ticketing systems

Leadership skills and experience in managing a team

H.S. diploma or equivalent, Bachelor's degree preferred

Computer savvy and proficient with Microsoft Word and Excel

Excellent communication skills, including presentation, written and listening

Strong organizational skills and attention to detail

Strong customer relationship skills and customer focus

Strong leadership skills, experience in team leadership is preferred

Strong project management skills, project management experience is helpful

Good people skills to build solid relationships with professionals on all levels

Certain degree of creativity, latitude, and problem solving is needed

A passion for the live entertainment industry and the public who experience it

Ability to successfully handle multiple projects simultaneously, as well as handle pressure and challenging situations

Ability to learn new technology

Ability to travel and work flexible hours, including evenings and weekends for extended periods of time.

Job Summary:

Title:   

Senior Client Operations Manager

Reports to: 

Director of Client Operations

Position Type: 

Full-time/Exempt

General Summary:

The Senior Client Operations Manager (Sr. COM) is responsible for managing all client support functions.  The Sr. COM will act as an advisor and consultant for their clients, working in tandem with executives, other departments, and internal and external stakeholders to meet and exceed client expectations. The Sr. COM will lead a team of Client Operations Representatives and advise on best practices to ensure standardization of communication and support for all clients.

Responsibilities:

Act as primary advisor and consultant for client's ticketing and event needs, providing expertise in all aspects of the client relationship.

Build and cultivate excellent client relationships by monitoring client support service levels ensuring they are met and exceeded when possible, and ensuring clients are aware of all system help functions and other self-service tools. 

Communicate product updates, new features, and functionality to client base. 

Conduct regular client meetings to review best practices, make recommendations, and gather feedback. 

Direct and implement best practices for all FGT product and system installations, upgrades, and maintenance at client sites.

Craft messaging to clients on features and functionality, coordinating with product managers, marketing, design and business development as needed. 

Lead internal projects to improve FGT products or processes.  Manage and/or conduct internal and external product and system training.  Facilitate improved product usage through suggested business process improvements and advanced training.   

Manage problem resolution, including, but not limited to, researching complaints; troubleshooting software, hardware and event issues; resolving issues with Customer Service; and providing specific issue details to expedite problem resolution.

Manage a team of Client Operations Representatives. . Additional management responsibilities include management on time off, annual review of performance goals, training and development of team in working with clients to ensure standardization of communication and support

Provide guidance to all Client Operations Managers, as needed.

Conduct quality control processes to ensure the accuracy of event details in the ticketing system, including Internet and Point of Sale.

Execute and complete other duties as assigned.

Knowledge, Skills and Abilities:

5 years enterprise software and/or ticketing industry experience is required

3 or more years' experience with the FGT ticketing systems

Leadership skills and experience in managing a team

H.S. diploma or equivalent, Bachelor's degree preferred

Computer savvy and proficient with Microsoft Word and Excel

Excellent communication skills, including presentation, written and listening

Strong organizational skills and attention to detail

Strong customer relationship skills and customer focus

Strong leadership skills, experience in team leadership is preferred

Strong project management skills, project management experience is helpful

Good people skills to build solid relationships with professionals on all levels

Certain degree of creativity, latitude, and problem solving is needed

A passion for the live entertainment industry and the public who experience it

Ability to successfully handle multiple projects simultaneously, as well as handle pressure and challenging situations

Ability to learn new technology

Ability to travel and work flexible hours, including evenings and weekends for extended periods of time.

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5 days 7 hours ago

Live Nation Worldwide, Inc.

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Manager - Client Live Nation Worldwide, Inc. - Austin, TX, United States

   

Location: Austin, TX

Company Profile:
Live Nation Entertainment is the world’s leading live entertainment and ecommerce company, comprised of four market leaders: Ticketmaster.com, Live Nation Concerts, Artist Nation and Live Nation Network. Ticketmaster.com is the global event ticketing leader and one of the world’s top five ecommerce sites, with a database of over 119 million fans who visit our sites. Live Nation Concerts produces 22,000 shows annually for more than 2,300 artists globally. Artist Nation is the world’s top artist management company, representing over 200 artists. These businesses power Live Nation Network, the leading provider of entertainment marketing solutions, enabling nearly 800 advertisers to tap into the 250 million consumers Live Nation delivers annually through its live event and digital platforms.