Client Operations Manager

Ticketmaster•Austin, TX

16h

About The Position

The Client Operations Manager (COM) manages client relationships and primarily serves as an advisor and consultant for clients’ ticketing and event needs. Working with executives, departments, stakeholders, and team leadership, the COM helps meet and exceed client expectations and standardizes communication and support. The position is with Front Gate Tickets, Ticketmaster’s festival arm, based in Austin, Texas, with a team that includes local and remote employees. The role involves advising clients on ticketing and event needs, supporting service quality, sharing product updates, and holding regular client meetings to discuss best practices, timelines, recommendations, and feedback. It also oversees best practices for product and system installations, upgrades, and maintenance at client sites; coordinates issue resolution; and performs quality control on event details in the ticketing system. The position is permanent and full-time, 40 hours per week, with potential night and weekend work and travel.

Requirements

At least 3 years of experience in the enterprise software industry is highly desirable.
High school diploma or equivalent.
Computer proficiency, including Microsoft Office.
Strong written, listening, and presentation communication skills with clients, colleagues, and supervisors.
Strong organizational skills and attention to detail.
Strong customer relationship skills and customer focus.
Good interpersonal skills for building trusted relationships with professionals at all levels.
Creativity, latitude, and problem-solving ability.
Passion for the live entertainment industry and its audiences.
Ability to learn new technology.
Ability to handle multiple projects simultaneously and manage pressure and challenging situations.
Ability to travel up to 25% of the time and work flexible hours, including evenings and weekends for extended periods.

Nice To Haves

Experience in the ticketing industry.
Bachelor’s degree.
Leadership skills; team leadership experience is helpful.
Project management skills; project management experience is helpful.

Responsibilities

Serve as the primary advisor and consultant for clients’ ticketing and event needs, providing expertise across the client relationship.
Build and maintain strong client relationships by monitoring support service levels and helping ensure they meet or exceed expectations.
Ensure clients know about system help functions and self-service tools.
Communicate product updates, new features, and functionality to clients.
Conduct regular client meetings to review best practices, check project timelines, make recommendations, and gather feedback.
Direct and implement best practices for Front Gate Tickets product and system installations, upgrades, and maintenance at client sites.
Manage problem resolution, including researching complaints, troubleshooting software, hardware, and event issues, coordinating with Customer Service, and providing details to expedite resolution.
Conduct quality control to ensure event details are accurate in the ticketing system.
Complete other duties as assigned.

Benefits

Medical, vision, dental, and mental health benefits for employees and their families.
Access to a health care concierge and Flexible Spending Accounts or Health Savings Accounts.
Free concert tickets.
Paid time off, including paid holidays, sick time, and personal days.
401(k) program with company match.
Stock reimbursement program.
New-parent programs, including caregiver leave.
Fertility, adoption, foster, or surrogacy support.
Career and skill development programs through School of Live.
Tuition reimbursement and student loan repayment.
Volunteer time off.
Crowdfunding match.