Client Success Manager
TicketSellers is a ticketing specialist for festivals and outdoor events. We work with events that have complicated ticketing requirements, adding value by streamlining the management of the event for the event organisers, and increasing conversion rates for ticket sales. Many of our clients have worked with us for many years because our high level of service makes their lives much easier.
Your role is key to delivering this high level of service, by ensuring the needs of our clients are met and that feedback relating to our products and industry is collated and communicated to the business.
Alongside our ticketing website we also provide Eventree – an event management platform – and Box Office – an access control system – and you will be helping clients succeed in using all of these.
The role of Client Success Manager
You will work alongside our clients from on-sale to on-site, attending as many of our clients’ events as practical.
Your main responsibilities will be to –
- Define and oversee the process and ethos of client success for our organisation
- To retain and develop current or future client relationships by ensuring the highest levels of customer service.
- To develop and maintain a deep understanding of each client’s business needs, enabling TicketSellers to be proactive partners offering guidance and support.
- Define and achieve quarterly Objectives and Key Results
- Deliver creative solutions in response to client requests, ensuring they have access to all the tools and resources we offer
- Proactively reach out to clients with ideas and insights
- Run training sessions with clients
- Plan event delivery including hardware, logistics and staffing
- Preempt likely challenges and changes in the industry
- Feedback improvement suggestions to the company
- Work with the sales and marketing department to establish the best opportunities to develop new business
- Identifying opportunities to renew, extend or improve contracts
- Identifying areas to grow our business with each client (e.g. taking on new events they’re doing)
About you
You are organised, self-managing and have excellent communication skills. You are driven to succeed in your own career and wish to help those around you – including your clients – to succeed too. A proven record of managing client accounts with a good knowledge of the live events industry.You are happy participating in group discussions and equally comfortable working on your own. Due to our 100% remote working environment it is essential that you can be disciplined and focus on tasks to ensure they are completed to a high standard.
You see opportunities for improvement everywhere you look, are keen to learn and eager to put what you have learned into practice. You are proactive, presenting solutions to problems and offering insight into situations as they arise. Ability to confidently present and communicate with senior level clients – comfortable with both face to face and remote meetings.
Ideally you come from an events background and understand the nuances and demands of the events industry. Perhaps you’ve run events yourself or at least have plenty of exposure to the workings of events so you are aware things don’t always go to plan, and you are able to make quick pragmatic decisions in pressured situations.
The package
- £30,000 – £35,000 per annum – Negotiable based on experience.
- 25 days holiday per year plus bank holidays (currently 8 days per year)
- This will increase by 1 day per year after 2 years employment, up to a maximum of 30 days
- Flexible working hours
- 100% remote working
- Company pension scheme
Please apply with your CV and Cover Letter (optional) to careers@theticketsellers.co.uk
