The Opportunity
As a Client Experience Manager (CEM), you will serve as the day-to-day contact for clients, ensuring they achieve their goals with our platform and services. You will work closely with the Director of Accounts and Technical Solutions Managers (TSMs) to deliver a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering long-term relationships, driving platform adoption, and identifying opportunities for account growth.
Key Responsibilities
Client success and relationship building
- 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.
Day-to-day client management
- 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.
Collaboration with internal teams
- 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.
Operational Excellence
- 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.
Qualifications Required
- 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
Preferred
- Proficiency in HubSpot, Notion, Slack, and Google Apps
- Experience building and managing events, reporting, and digital marketing within a primary event ticketing platform
- The ideal candidate is a self-starter with a creative problem-solving mindset, a genuine curiosity for asking questions, and a strong commitment to professionalism.
The Perks
- Salary Range: $75,000 - $85,000 / Year + Bonus + Equity
- 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!