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Client Services Lead
AEG
Tempe, AZ, United States
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The "Shed" is a rapidly growing company that focuses on technical solutions for the music festival industry. We understand destination festivals, the culture and its needs. And with thousands of hours at nearly 200 of the biggest festivals across the country, we’ve pioneered advanced ticketing and RFID platforms that enhance the festival experience, empower fans and pave the way for a future of unforgettable events. Gingerbread Shed solutions bridge technology and reality for a seamless encounter with epic festivals.
The sole purpose of the Client Services Lead is to manage a roster of Clients and their various ticketing and access control needs. Serve as a liaison between clients and the company on various needs, issues and problems. Ensure client shopping carts are on sale and working efficiently, solve any problems in a timely fashion, fulfill client requests, pricing, and creating new festivals in solution. Manage the ticketing life cycle from on sale to on site. Client Services Leads are assigned five to six mid-level clients of 30,000 ticket sales or less. This position is responsible for clients of less complexity (limited ticket options and add ons) to manage. Leads assign Client Services Support Representatives’ various basic tasks to support client and department needs.
Job Duties
1. Communicate with clients effectively and in a timely manner. This involves an understanding of client needs, troubleshooting issues, building new inventory items, building events, weekly meetings with clients, manage multiple events for some clients, discuss projects and pending tasks with clients. Full project management for each client, including working with creative services for shopping cart creation. Monitor events after they go live to ensure transactions are going through, process price changes upon request, work with Logistics for fulfillment for RFID events, and coordinate the timeframe for shipping.
2. Creating new events by creating a Basecamp project, create the event in Elevate, gather information from client to create event details, build the event in the system, have it verified and approved by client before on sale. Enter on sale information, festival date, inventory fees and items, pricing, camping, seating, indicate if it’s an Elevate or Pulse show, and work with IT to make sure they can deal with the traffic
3. Communicate with internal departments. Work with Engineering to submit bugs or report issues with product. Submit support requests to Engineering and follow up with client regarding resolution. Work with Creative Services to request custom icons, process venue changes, campsite builds, and other creative client needs. Work with Logistics for gear requests and travel arrangements. Communication event on sale information to Ticket Purchasing Support and report any changes to events that would affect call volume.
4. Support the festival on site. Travel to client sites for onsite support. Communicate with client to ensure they're ready and their staff has everything they need related to ticketing and access control for their show. Conduct training and ensure client and staff are comfortable with training. Make sure gate prices are taken care of prior to opening, gear and assets are distributed and tracked, monitor all POI throughout the day, monitor battery levels and WiFi throughout the show, handle any issues or problems as they arise. Coordinate support of other clients concurrently.
5. Working with team members. Answer questions related to assigned clients, assign to dos to support staff, training of support staff, communicate on site expectations to support staff, touch base while on site. Attend weekly team meetings, communicate client changes to team, work on client tasks with other Staff, make sure team is on the same page regarding issues, plan and report on upcoming projects.
Required Qualifications
1. Associate of Arts/Sciences Degree in Event Management preferred
2. 1-2 years’ related work experience
3. Strong customer service skills
4. Technical knowledge, computer savvy
5. Strong communication skills
6. Ability to meet deadlines
7. Ability to work in a fast paced environment
8. Willingness to travel
Preferred Skills
10. Festival experience or live event experience
11. Project management knowledge