Director, Client Services

AXS•Los Angeles, CA

8h•Onsite

About The Position

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today. We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

Requirements

BA/BS Degree (4-year)
6-8 years related experience
Experiencing in leading a high-functioning customer service team.
Live event ticketing and event programming experience
Advanced event programming experience across multiple venue/event types
Strong leadership, coaching, and personnel management skills
Committed to collaboration and teamwork
Committed to ongoing education and skills development to stay on top of technical advances
Mastery of problem solving and decision making skills in a high pressure environment
Ability to balance day to day operational needs with big picture, long-term planning

Responsibilities

Oversees critical elements of the day to day operation of Stadiums & Arenas Client Services Team, including the supervision of senior Client Services staff, enforcing company policies, ensuring compliance with configuration and financial best practices, implementing new clients, leading hiring/training processes (both for new hires and as part of the continuing education of the staff), executing bulk/financial processes, and actively participating in major department activities.
Works to resolve escalated product and service-related issues, fosters positive client relationships, and helps to ensure our high service standards are met by all staff.
May oversee the Client Services portion of the implementation process for all new AXS clients, including assessing the contract requirements, establishing event, offer, and fee rules, and participating in the initial configuration of all event related system elements.
Takes a leadership role in division initiatives, special projects, custom configurations, and the roll out of new products and processes that directly impact our clients and their events.
Recruits, selects, and conducts orientation for Client Services staff at all levels.
Trains, gives assignments, coaches, counsels, and disciplines employees.
Communicates job expectations to the staff.
Plans, monitors, conducts appraisals, and reviews job contributions; consults on compensation actions.
Enforces policies and procedures.
Ensures best practices and financial standards are communicated to clients and implemented/validated by the staff.
Implements and enforces productivity, quality, and customer service standards.
Resolves problems, identifies service trends, recommends and tests system improvements, and implements changes.
Updates job knowledge by participating in educational opportunities, reads professional publications, maintains personal networks, and participates in professional organizations.