Client Experience Manager

Tixr

4h•Remote

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

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.