Senior Client Success Manager, ShowClix/Patron Technology, Pittsburgh

SO, WHO ARE WE?

ShowClix, a product of Patron Technology, enables live event organizers to create better, more customized experiences for their ticket buyers and deeper, more profitable relationships with their sponsors through an integrated, industry-leading event technology solution. Event organizers of different sizes and across different segments use Patron Technology for ticketing, marketing, fan engagement, CRM, logistics and data management.

Sound interesting? Let’s talk.

WHY DO WE NEED YOU?

ShowClix seeks an experienced ticketing professional to act in a supervisory role within our Client Success team. As an expert in the proprietary ShowClix ticketing system, the Senior Client Success Manager (Sr. CSM) is responsible for successfully managing multiple clients’ ticketing portfolios simultaneously while supervising other Client Success Managers to meet and exceed their own clients’ expectations. Reporting to the Director of Client Operations, the Sr. CSM will be both a team coach and a client advocate—their success measured by client retention.

Please note: This position will work from Pittsburgh or remotely from the East Coast. This role will report to management in the Pittsburgh headquarters.

RESPONSIBILITES:

• Manage a select roster of clients as the primary point of contact for all ticketing needs.
• Become a system expert capable of advising both clients and staff on best practices regarding using ShowClix products.
• Leverage advanced understanding of Patron Technology products to target opportunities for success for all clients held by your team.
• Understand and communicate product updates, new features, and new functionality to both your team and the clients held by your team.
• Manage cross-departmental communication and assist your team in escalating matters that require advance consideration or evaluation.
• Ensure that both clients and your team understand the workflows within ShowClix.
• Acquire a functional knowledge of all ShowClix & Patron Technology products used to produce events, and be able to intelligently speak to how they work. Ensure that all direct reports are equipped to do the same.
• Guide and nurture team to grow their knowledge and skill sets.
• Manage escalation of client issues and engineering cases.
• Supervise client check ins; Visit clients in person and attend events as required.
• Serve as a resource to Sales during renewal activities.

QUALIFICATIONS:

• 5+ years of experience in client facing ticketing account management, additional experience with managing staff preferred
• HS diploma or equivalent required, Bachelor’s degree preferred
• Ability to adapt and think creatively while using a variety of software / hardware platforms
• Strong organizational skills and attention to detail required
• Capable of building strong relationships with Clients and professionals of all backgrounds
• Ability to travel and work flexible hours, including evenings and weekends
• A passion for creating live event experiences with an eye for improving the customer experience
• 2+ years Salesforce experience
• Exceptional communication skills, both written and verbal
• Strong team building skills and ability to motivate others
• Team-player mindset and willingness to collaborate
• Willing to take responsibility and act independently when necessary
• Able to work in a fast paced environment
• Willingness to travel overnight and on weekends to meet Clients and attend events On Site

Please note: This position will work from Pittsburgh or remotely from the East Coast. This role will report to management in the Pittsburgh headquarters.