Ticketmaster

Director

• Operate as the voice of the customer internally by working with Ticketmaster business leaders to provide client experiences and outcomes
• Direct and collaborate on an account management blueprint to maximize revenue and renewals
• Develop and implement upselling strategies for existing clients; track, monitor, and adjust plans
• Develop, share, and implement best practices for assigned market segments
• Forecast clients’ ticket and revenue contribution through client-level business plans, account strategy, profitability analysis, and program projections
• Complete ad hoc sales operations support
• Monitor support-team service levels to ensure SLAs are met
• Coach and collaborate with client support, marketing, and account management teams
• Retain assigned clients and maximize margin levels through renewal engagement
• Collaborate cross-functionally to maximize client satisfaction scores
• Identify new business opportunities and direct client acquisition against annual sales goals
• Conduct strategic account reviews and identify products and pricing aligned with client needs
• Develop relationships with key system and product users and provide product feedback
• Identify opportunities for new products and enhancements
• Address client concerns and ensure timely issue resolution
• Deliver market analysis, competitor assessment, and market intelligence
• Maintain accurate contact and account details in Salesforce
• Monitor competitors and potential collaborators to identify opportunities and threats
• Coordinate responses to RFPs
• Retain accounts through relationships with key decision-makers and users
• Drive TM1 Marketing product adoption and manage local nuances
• Travel 35%-50%

Client Development Director

Customer Support

• Support the Universe and TicketWeb divisions within Ticketmaster
• Deliver services supporting clients’ day-to-day use of ticketing systems and products
• Maintain agreed-upon service levels and follow up with product and engineering teams for timely problem resolution
• Train clients and share best practices
• Provide operational support, including installs and upgrades
• Handle inbound emails from clients and ticket buyers
• Troubleshoot issues, provide solutions, and propose and implement process improvements
• Work with clients via Zoom, email, and phone to build events, manage on/off sales, and pull reports
• Resolve event host and fan issues and requests
• Meet and exceed client service-level agreements
• Optimize customer success flows and support experiences
• Advise and assist with reporting
• Monitor client chargeback activity, flag fraudulent trends, and alert relevant teams
• Coordinate upgrades and hardware replacements at client sites
• Collaborate with Sales and Product teams to address client needs and communicate roadblocks
• Provide after-hours office support
• Support Universe and TicketWeb web portals, releases, onboarding, and ongoing maintenance
• Troubleshoot issues using appropriate techniques and tools to identify root causes
• Research client/customer service-level complaints
• Serve as primary contact for customer service escalations on behalf of clients
• Log issues and user feedback, collaborate with developers to reproduce issues, solve problems, and verify fixes on managed websites

Client Development Director

Client Support Representative – PT