Job Summary:
JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST, INTERNATIONAL
Location: TBD, EMEA
Division: Ticketmaster International
Line Manager: Director, Client & Event Support International
Contract Terms: Permanent
THE TEAM
Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.
International Client Support & Operations team , a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients‘ needs.
We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.
THE JOB
In this role as Client Support Specialist , International you will report to the Director Client & Event Support, International. You will support Ticketmaster’s ambition to provide a consistent, and highest service level to all clients, and specifically to those that have a moderate to high impact to our business and operate cross market (International/Strategic Accounts). You are the main gatekeeper of the clients’ needs, and guards a consistent offering regardless of the markets these clients operate in.
You will become these clients’ primary operational support contact at Ticketmaster, and you will work closely with them to continuously improve service levels and increase client satisfaction. The Client Support Specialist will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support.
You will leverage ticketing products and process knowledge and provide consultancy services to help define solutions that fulfil clients’ operational needs. In doing so, you will lead and coordinate consultancy efforts with other functional experts within Ticketmaster (Product Operations, Event Support, Client Development, Customer Support, Finance, etc.).
For these clients that are preparing a tour, exhibition or series of events, you’ll provide “tour operational support” to guard “Onsale readiness” to the highest standards. Through a detailed Event Specification that is a result of liaising with the client, you are required to provide support to those markets that are part of the Onsale Planning in order to guard a flawless Onsale execution.
You will be a key member of the International Support & Operations team and will be charged with guarding our clients’ needs across various markets and extract greater value to the business driving a culture of innovation and excellence throughout the workforce.
WHAT YOU WILL BE DOING
- Provide International front-line support to an assigned client list of moderate to high impact clients: International / Strategic Accounts
- Own the operations services for the full life cycle of their events.
- Develop and maintain excellent client relationships, by providing a personalized support.
- Meet and exceed client service level agreements.
- Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions.
- Promote, manage, and facilitate product & feature adoption.
- Assist with new client onboarding and ongoing maintenance
- Partner with local Client Support Specialists, that directly support the local client’s office or local promoter associated to the International account, to drive service consistency according to the standards set with the International client
- Provide consultancy services with clients to understand their business initiatives, to define technical/service solutions. Coordinate with other TM experts, and local market subject matter experts when needed.
- Build a wide knowledge of the operations products and services that support the full life cycle of events
- Develop a continuous improvement culture with the client to enable operational improvements
- Work closely with Client Development International to align the commercial and service agreement
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Demonstrated success in building client relationships and strong bonds through proving the value of great service
- Experience with building and maintaining strong relationships with stakeholders
- Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred
- Innovative and flexible approach — thrive to find solutions outside the box.
- Not accepting the status quo, working with a sense of urgency to deliver results.
- Service oriented, working with accuracy, structure, and organization, delivering consistent quality service.
- Ability to communicate effectively with the local markets and build excellent internal partnerships
- Able to successfully handle multiple priorities
- Rigorous following standard operational procedures and attention to detail
- Certain degree of creativity, latitude, and problem solving is required
- Overall awareness of the entertainment and sports business is important
- Knowledge of how TM departments impact on one another, and on outside clients is a plus
- Must have the ability to accommodate a flexible schedule
- Excellent written and oral communication skills, good organizational skills, and attention to detail
- Must be computer literate with excellent data entry skills and knowledge of the Microsoft product suite
- H.S. diploma or equivalent required. BA/BS degree is preferred
- Strong written and verbal communications skills in English and at a least another European language
YOU (BEHAVIOURAL SKILLS)
- Team player offering proactive support to colleagues.
- Eye to identify areas of improvement to strive for service excellence.
- Highly curious in learning how TM Operations Products work
- Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
- Carefully weighs the impact of a broad range of related issues or factors.
- Asks appropriate questions to ensure understanding.
- Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
- Organizes time effectively.
- Demonstrates ethical behaviors and integrity.
- Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organization. A skillful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.
LIFE AT TICKETMASTER
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. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
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