Technical Account Manager

About Tixr

Tixr’s on a mission to transform the ticket buying experience with a modern approach to a legacy business. Born from a fan-focused frame of mind, we empower large-scale events, music venues, and sports properties with modern, innovative solutions to their highly-complex ticketing and e-commerce needs. Our unified commerce platform is built for big, supporting all types of events, from festivals to global arena tours, and an almost limitless suite of commerce offerings beyond admission tickets.

The Opportunity

Tixr is seeking a skilled Technical Account Manager (TAM) to join our growing team. Working within our client success team, you’ll execute technical implementations and provide expert product support to ensure client satisfaction and retention. Reporting to our Senior Client Success Manager, you’ll play a crucial role in delivering technical solutions that meet our clients’ complex needs and in a timely manner.

This is an exciting opportunity to join a rapidly growing ticketing and event commerce platform, where you’ll work with a talented team to implement technical solutions for some of the industry’s leading events and venues. You’ll develop deep product expertise through hands-on implementation work while collaborating with cross-functional teams to ensure client satisfaction and innovation through product development.

About The Role

The Technical Account Manager (TAM) is a critical part of our client success team, responsible for managing and resolving technical support tickets, configuring platform builds, and ensuring optimal system performance. This is a primarily non-client-facing role, ideal for a detail-oriented individual who thrives in a fast-paced environment, excels at problem-solving, and has a passion for technical precision.

Responsibilities:

1. Platform Expertise

• Become an expert in the Tixr platform and its core technical functionalities, including advanced proficiency in the Tixr Door, Print Agent and other supporting technologies.
• Maintain up-to-date knowledge of platform capabilities, updates, and integrations from product releases to ensure optimal system performance
• Develop in-depth knowledge of our platform, including advanced configuration, integration, and troubleshooting.
• Maintain and update technical documentation and procedure documents for internal and external use.

2. Technical Support and Ticket Management

• Own the ticketing queue for agreed accounts, responding to and resolving technical support requests within SLA timelines.
• Troubleshoot complex issues and collaborate with development teams as needed.

3. Implementation and Platform Builds:

• Configure, build, and maintain platform setups for events and products to meet organisational and client requirements.
• Build seating maps from diagrams and layouts provided to a high standard and with attention to detail.
• Ensure smooth internal technical processes during onboarding phases and client go-lives.
• Keep project management tools updated for the client success team to follow progress.

4. Operational Monitoring and Reporting

• Monitor client usage and performance, identifying areas of improvement and making suggestions as needed.
• Provide regular performance reports with actionable insights to improve platform usage to maximise revenue.

5. Collaboration and Support

• Act as a technical resource for internal teams, including Client Success Managers and Partnerships, addressing platform-related queries.
• Log product feedback and feature requests to assist the product team with prioritisation.

6. Process Improvement

• Develop and refine workflows and templates to enhance technical task efficiency.
• Identify opportunities for automation or optimisation in technical processes.

7. On-Site Support

• Support clients with on-site technical support for live events, delivering training and helping to troubleshoot queries in live time.

8. Other

• Support a busy growing office with administration tasks as required. This may include answering Fan Support queries in a queue at peak times or supporting in generic admin tasks.

Qualifications:

• 2+ years in sports ticketing, theatre ticketing or any other reserved seating platform
• Experience with season ticketing, renewals, invoicing, and postseason is a plus
• Excellent project management skills
• Great communicator with professional demeanor
• Highly organised and detail-oriented
• Passion and appreciation for technology, design, and live events
• Experience of learning new systems and features quickly
• Strong service orientation
• Proven ability to work efficiently in a fast paced environment, managing multiple priorities with minimal oversight.
• Strong problem-solving skills, with a proactive approach to identifying and resolving technical challenges.
• Familiarity with performance monitoring tools.
• Commitment to client experience, retention and implementing feedback loops.
• Excellent verbal and written communication skills for effective interactions.
• Proficiency in data analysis to understand usage patterns and feedback.
• Ability to find ways to automate and eliminate human errors, wherever needed
• Experience of working in small teams/a start up environment
• Passion and enthusiasm for the entertainment and events industry

This is a full-time salary role with a flexible hybrid work environment (min 3 days/week at our Central London office, near London Bridge.

The Perks:

• Salary Range: £35,000 – £50,000
• Eligible for bonuses and equity
• Unlimited Holiday Policy
• Paid Equipment
• Paid Holidays & Birthdays Off
• Team Events
• Ticket hookups

We think this role might suit you if you are or have previously been:

• Ticketing Manager in a sports venue
• Box Office Manager in a theatre or arts or fringe festival venue
• Client Success/Support, Technical Coordinator in a ticketing SaaS company

Tixr is the largest, fastest-growing, privately-held primary ticketing and live event commerce marketplace in the world. We’re a California born and bred company that’s still founder owned and led to this day, and we support a global client base with staff throughout the US, Canada, and UK.  We exclusively power 500 of the most respected live entertainment brands in 40 countries including LIV Golf, Wynn Nightlife, Riot Fest, Acura Grand Prix of Long Beach, Riot Games Arena, Luke Bryan’s Crash My Playa, Sturgis Buffalo Chip, Lightning in a Bottle, Portland Trail Blazers’ New G League Affiliate Rip City Remix, among many others.