Job Summary:
CLIENT SERVICES, TIER 3
Location: Hollywood, CA., Austin, TX., Chicago, IL., or other cities operating in PT/CT time zone
Division: Universe
Line Manager: Client Services Manager
Contract Terms: Permanent, 40 hours per week
THE TEAM
Our client services team owns the client relationship from sign up to event production and acts as the voice of the client for our product team. As part of that, they also support the fan journey, fan queries and fan support on behalf of clients. They are empathetic, active, consultative strategists working to understand customer needs and ensure adoption, helping customers to exceed their goals. From onboarding to engagement to event strategy, our CSMs are driven by customer success, satisfaction, and adoption.
THE JOB
This position will support Universe, a division within Ticketmaster. We're seeking an ambitious, bright, and self-driven individual to join our Client Services team.
This role will be responsible for working with some of our highest grossing clients, developing relationships, and helping them execute events flawlessly. You'll be assisting clients from onboarding through to post-event wrap-up and everything in between, you will help them set-up the event in the optimal format, and ensure they are utilizing Universe features to their full capacity.
In addition to working directly with clients, this role will lead training and documentation initiatives to increase Universe client & customer support more broadly within the larger Ticketmaster team.
WHAT YOU WILL BE DOING
Operating as point of contact for enterprise & tier 1 clients, while ensuring clients are educated and equipped with the necessary knowledge/ information for all Universe products, features, etc.. to ensure a positive experience
Advocate for the client by ensuring their needs are being met and clearly communicate roadblocks to the product and design teams
Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes
Assist with product testing of new features and platform upgrades/fixes
Identify process optimizations and improvements to customer success flows to improve the support experience
Assisting to shape the future of Universe by liaising with appropriate stakeholders as part of the Global Initiative Support rollout
Working closely with Sales team to assist in retaining existing client base
Assist in shaping the future of Universe support by liaising with key stakeholders across the business as part of the Global Initiative Support rollout
Creating & maintaining internal training programs and documentation to be rolled out to the broader team, while supporting both client & customer-facing departments
Creating & maintaining shared documentation and processes to facilitate consistency within the Client Services team in customer interactions, tracking & education, and thus improving the support experience for clients
Assist in driving expansion of the Help Center to serve various groups
Working Monday to Friday, 9am - 5pm with flexibility to attend to urgent client matters outside of normal business hours
Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Minimum of 3 years' experience in a customer facing role; customer success, customer service, sales, or similar
Strong understanding of technology and how to efficiently use it to best help our clients
Clear and concise verbal and written communication skills; including exceptional spelling and grammar
Experience developing, creating and executing customer adoption plans and training programs
Excellent social and interpersonal skills; you're friendly and outgoing, and enjoying connecting with new people
Proficient in Microsoft Office suite products
Experience using Zendesk, Stripe, Sift, Jira, Salesforce and Hyperwallet are an added bonus
YOU (BEHAVIOURAL SKILLS)
Communication - Outstanding oral and written communication skills, with a focus on client interactions and presentations/demonstrations.
Winning Teamwork - Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others.
Results-Oriented - Energetic, highly motivated self-starter with a track record of meeting/exceeding goals through creativity and relationship building, with a knack for being resourceful.
Organizational Skills - Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).
NOTE: COVID-19 vaccination will be required for this position subject to legally valid exemptions.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about 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.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
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, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.
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.
About Us
Recognized three years in a row by Great Place to WorkR and named one of People Magazine's top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones' music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
