Client Support Specialist, Patron Management

Leap Event Technology•Seattle, WA

8h•Remote

About The Position

Leap Event Technology is a remote-friendly company. This position is open to any candidate in North America. WHO WE ARE: Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events. We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world. The Client Support Specialist is a client-facing position that provides support for the Patron Management (formerly PatronManager) product at Leap Event Technology. Patron Management clients are primarily arts & cultural organizations (theatres, orchestras, dance companies, museums) that use our CRM built on Salesforce to run their organizations. We believe they should have access to great technology, as well as the knowledge and expertise to use it successfully. Our Client Support Team is a key part of that philosophy. Here are some examples of how we help our clients: Helping a box office manager with their season subscription renewals Helping a marketing manager with running a report for an email campaign Helping a development director with setting up an online form for donations Diagnosing an error message a system administrator is receiving … And just generally answering a wide range of questions about how our system works. Sounds interesting? Let’s talk.

Requirements

1 year prior Patron Management (formerly PatronManager) experience
1 year prior Salesforce administrator experience, Salesforce Administrator Certification a plus
Experience working with non-profit arts organizations
Ability to work with clients of varied technical backgrounds
Strong organization, time management, and problem solving skills
Robust customer service skills with a genuine focus on our core values: empathy, influence, attentiveness
Strong written communication skills demonstrating clarity in instruction
Ability to work cross functionally
Enthusiasm and curiosity for researching resolutions, problem-solving, and teamwork
Fluency in commonly used cloud-based apps (e.g. Google Apps, Slack)
Familiarity with Salesforce
Professional understanding of computer applications and software
Ability to be resourceful and tenacious

Nice To Haves

Familiarity with CSS
Graphic design experience (e.g. Inkscape, Adobe Illustrator / InDesign)
Currently located in, or comfortable working within, the Pacific Time Zone

Responsibilities

Provide troubleshooting support including gathering information from the client, initial investigation, and escalating unusual behavior
Provide best practice guidance for how to most effectively apply the PatronManager tools to meet our clients’ business needs
Communicate with clients in a timely manner
Handle a recommended volume of cases per week
Contribute to the sharing and recording of information through readily asking and answering questions of peers and colleagues
Write documentation describing answers to commonly asked questions within the internal and external knowledge bases
Complete team-wide tasks as assigned (e.g. queue monitoring, limited on-call)
Consistently follow our standard data security protocols
Occasional travel as assigned
Complete venue projects (edits and new builds) for existing clients