Client Manager

About the role

The Client Manager works as a team member within the Support and Operations team sharing knowledge, information and valuable client feedback with other colleagues to assist in the formulation and implementation of strategies that create an outstanding ticketing service to clients. The Client Manager must maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from Ticketmaster technology and marketing initiatives.

Key responsibilities

• Direct responsibility for overseeing the management of a specific client base to develop and maintain excellent client relationships whilst ensuring that all contractual obligations are understood and achieved
• Meet and exceed the client service level agreements and educate clients within procedural guidelines or product updates/new features to ensure a complete solution to their service or technical questions
• Plan and deploy ticketing strategies for future events including revised reporting opportunities, with working knowledge of various ticketing systems and access control support to suit the needs of the clients and event day operations
• Work closely with internal departments to ensure they are kept fully informed about upcoming events and services that have been committed to clients, and provide all necessary information and assistance to these departments in their planning
• Ensure staff in Groups, Contact Centre, and Box Office teams have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions within their respective areas when performing duties related to event management
• Develop clear policies and procedures for Client or Venue Box Offices and work closely with Venue/Client Box Offices and support areas ensuring they are properly set up and appropriately rostered with fully trained staff
• Work closely with the Marketing Department, developing marketing initiatives specific to client needs in order to maximise ticket sales, and develop post event reports, event analysis and provide recommendations for future events
• Ensure the coordination and direction of all parties involved in ticketing and box office including all Ticketmaster personnel and financial arrangements prior to ticket sales commencing
• Actively support new initiatives and product developments to the client across all TM products, including providing initial troubleshooting techniques and working with central teams to expediate problem resolution
• Ensure system inventory is synced, balanced and managed between Ticketmaster, HOST and Archtics, and assist the Archtics Team with upgrades, installations, and conversions of existing and new clients
• Ensure Ticketmaster has a signed Ticketing Agreement with the client for the respective Event(s) prior to ticket sales commencing
• Ensure Corporate Services are fully informed of all financial arrangements and both Ticketmaster and the client meet their financial obligations under the contractual arrangement
• Check all event finance settlements and royalty payments for accuracy for clients prior to final approval of your Manager
• Entertain clients and attend client functions and launches as required, and attend and/or facilitate presentations on Ticketmaster operations and products for existing and potential clients
• Be available to work flexible hours, including weekends and public holidays

About you

• Strong communication skills, both written and verbal, with ability to communicate with clarity and confidence business developments and each client's requirements and deadlines to internal and external customers
• Effective listening skills and ability to resolve disputes or conflicts with clients
• Ability to effectively handle difficult conversations
• Up-to-date knowledge of industry developments incorporating marketing and technological advances, both internally and externally
• I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook)
• Familiarity and aptitude with a significant number of different ticketing systems, products and websites/apps
• Ability to accommodate and adapt to the changing needs of the business in a highly pressured working environment
• Proven ability to adhere to set guidelines and process adherence
• Ability to deal with higher-level complaints and recognise the need for flexibility where applicable
• Able to travel to office minimum 3 days a week

About us

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.