Client Success Team Lead, North America

DICE•Philadelphia, PA

2d•$70,000 - $80,000•Remote

About The Position

Client Success Team Lead, North America - Remote Live shows make us feel good. They’re a time to hang with our friends, discover new artists or lose ourselves on a dance floor. We’re on a mission to bring all of this to more fans, more often – and that’s where you come in. We’re looking for a Client Success Team Lead to join our Client Success team and help our clients put on the best events. At DICE, you’ll be part of the company that’s redefining live entertainment. It's a place where you can be yourself, influence the culture, and create work that you’re proud of. About the role Every day, 100s of amazing events go live on DICE. Our clients need your help to make that happen. You’ll connect with event creators and give them the knowledge they need to create their events. You'll be Supporting the Client Success Global Head in managing the US Client Success team, helping solve client concerns, and delivering a seamless client experience. Line managing Client Success Specialists to ensure career growth and progression. Owning operational tasks such as scheduling, team structure, and workflows for the North American team. Handling escalations with methodical and actionable advice for your reports. Using data to be proactive in empowering our clients, providing a stellar service, and ensuring KPIs are met. Giving feedback on our creator tool and how we can improve it. An expert in finding and clearly communicating bugs to the product team. Identifying opportunities to streamline client success processes and work with team members to develop solutions. Detail focused to help maximise team efficiency and coordinate team coverage. Hiring and managing team members within your territory. Owning the relationship between other operational teams and managers, such as our Account Management, Field Ops, & Fan Support team, acting as a main point of contact for both territory and global CS team.

Requirements

Fluency in English; additional languages are a bonus.
Solid understanding of the ticketing/music/events industry.
Experience helping clients in a digital environment (direct event ticketing, project management, customer success, or box office experience is ideal).
Experience supporting or managing partner accounts.
Proven experience leading teams.
Passionate, humble, and driven.
A fan of music and culture.
A people person who wants to help those around them grow.
Reliable, responsible, and accountable.
Someone who thrives in a fast-paced environment.
Detail-obsessed.
Tech-savvy.
A team player.
A stellar communicator with a professional attitude.
Able to spot ways to make internal tasks simpler.
Able to prioritise well.
Flexibility and availability on holidays and weekends will be required
Flexible shift patterns
Minimum 40 hours a week, with overtime hours available
Must be able to work between 7am - 9pm for 8 hour shifts in order to respond to different time zones

Responsibilities

Supporting the Client Success Global Head in managing the US Client Success team, helping solve client concerns, and delivering a seamless client experience.
Line managing Client Success Specialists to ensure career growth and progression.
Owning operational tasks such as scheduling, team structure, and workflows for the North American team.
Handling escalations with methodical and actionable advice for your reports.
Using data to be proactive in empowering our clients, providing a stellar service, and ensuring KPIs are met.
Giving feedback on our creator tool and how we can improve it.
An expert in finding and clearly communicating bugs to the product team.
Identifying opportunities to streamline client success processes and work with team members to develop solutions.
Detail focused to help maximise team efficiency and coordinate team coverage.
Hiring and managing team members within your territory.
Owning the relationship between other operational teams and managers, such as our Account Management, Field Ops, & Fan Support team, acting as a main point of contact for both territory and global CS team.