Manager, Client Services (Festivals & Greenfield)

AXS•Scottsdale, AZ

30d

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. The Role AXS is seeking a Manager, Client Services to join our Festivals team in Scottsdale, AZ. This role manages the relationship with venue clients within their discipline, supervising a team of leads and specialists who provide front-line, top-notch service and support for ticketing managers at some of the most iconic events across the country. Equal parts relationship manager and tech support, Client Services staff are experienced ticketing professionals who advise, assist, and advocate for our ticketing venue partners and provide support for all AXS products and services. Each Manager develops close relationships with the clients they serve, are the primary resource for all event configuration and box office inquiries, and are on the department's leadership team.

Requirements

BA/BS Degree (4-year)
4-6 years of related experience
Experience in leading a high-functioning customer service team
Live event ticketing and event programming experience
Advanced event programming experience across multiple venue/event types
Adept at problem-solving and decision-making in a high-pressure environment
Committed to collaboration and teamwork
Committed to ongoing education and skills development to stay on top of technical advances
Adept at execution and delivery (planning, delivering, and supporting) skills.
Adaptable; able to pivot as priorities and processes change.

Responsibilities

Participates in the interview, selection, and training of Client Services Supervisors, Leads, and Specialists who report to them.
Monitors all incoming support requests and assigns associated tasks to members of the staff, ensuring prompt communication and follow-up with clients and a timely resolution of any critical issues.
Works to troubleshoot and resolve product and service-related issues, configures events, develops positive client relationships, and conducts themselves and their staff in a manner that exemplifies our high service standards.
Assists the Director Client Services in implementing new AXS clients by leading the creation of system elements, template events and offers, cutover events, fees, etc. necessary to transition the client onto the AXS platform. Serves as the primary Client Services relationship for any new clients added to their team.
Monitors the performance, productivity, and skill development of all members of their team, providing any necessary training, and ensuring their staff are meeting or exceeding our service standards.
Participates in rolling out new policies, procedures, products, and services to their clients, and communicating critical information about these items to their staff.
Actively participates in shared Client Services management responsibilities, including creating and publishing the staff schedule and serving as the manager on duty for all junior Client Services staff, as needed.