Client Experience Manager

🕒 il y a 1 mois

🏄 California – Distant

🏄 California – Remote

💵 $75 000 - $85 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Tixr

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2013

🛍️ eCommerce

👥 B2C

💰 Venture Round en 2016-08

eCommerce • Entertainment • B2C

Tixr est une plateforme spécialisée dans la vente de billets pour une large gamme d'événements, y compris les festivals de musique, les concerts, les événements sportifs et les festivals de sport automobile. L'entreprise offre une expérience utilisateur améliorée grâce à son site web, qui utilise des cookies pour un service accru et une analyse de performance. Tixr s'associe avec des organisateurs d'événements pour offrir un accès premium et des services personnalisés aux participants. Leurs offres couvrent divers domaines du divertissement, notamment la musique, les sports, les événements de la culture pop et les sports mécaniques, répondant à une variété d'intérêts du public.

Description

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company. • Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives. • Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth. • Identify and pursue upsell and expansion opportunities where they align with client goals. • Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries. • Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service. • Build client events as necessary on the Tixr platform. • Own coordination across internal teams to ensure client needs and goals are met on time. • Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits. • Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation. • Partner with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients. • Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success. • Provide the Director of Accounts with regular insight into the health and status of client relationships. • Escalate complex issues to the appropriate internal teams and ensure timely resolution. • Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience. • Manage client projects, timelines, event builds, and deliverables, ensuring all commitments are met. • Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates. • Identify and implement process improvements to optimize client success workflows.

🎯 Exigences

• 5+ years in client success, account management, or similar roles within ticketing, festivals, venues, or SAAS • Excellent communication, negotiation, and presentation skills • Strong problem-solving and analytical skills with high attention to detail • Strong organizational skills and the ability to deliver a high level of customer service • High ethical standards with a commitment to transparent and fair client interactions • Open to feedback, adaptable, and committed to continuous learning • A bachelor's degree in business or a related field • Ability to travel up to 20% of the time and to work on weekends as needed

🏖️ Avantages

• 100% Remote Okay with Hybrid Optional • Paid Health benefits • Dental, Vision, Life Plans • Flexible Vacation • 401k (50% Match up to 3%) • Education Stipend • Paid Holidays & Birthdays Off • Parental Leave • Ticket Hookups!