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.
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.
Conduct quality control processes to ensure the accuracy of event details in the ticketing system.
Note: Required travel is focused primarily during the summer months. During this time travel can be very heavy.
Execute and complete other duties as assigned.
Knowledge, Skills and Abilities:
H.S. diploma or equivalent, Bachelor’s degree preferred
3+ years’ experience in enterprise software industry is highly desirable
Experience with the ticketing industry highly desirable
Experience with client services or relationship management a big plus
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 helpful
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 learn new technology
Ability to successfully handle multiple projects simultaneously, as well as handle pressure and challenging situations
Ability to travel and work flexible hours, including evenings and weekends for extended periods of time