Membership Experience Account Manager

Jazz Basketball Investors LLC•Sandy, UT

About The Position

The Membership Experience Account Manager will build and strengthen authentic relationships with the season ticket member account base through ongoing communication touchpoints (in-person, phone, text, and email) and the creation and implementation of individualized service plans; of which will ultimately lead the season ticket member to renew their tickets year after year.

Requirements

Bachelor’s degree or the equivalent training and experience.
Minimum of 3 – 5+ years career experience in account management, customer service, or hospitality industry preferred.
Shown ability to establish rapport with colleagues and build strong social relationships.
Needs to be a great teammate who is detail oriented, self-motivated, flexible, energetic, outgoing, and resilient.
Possess extraordinary communication skills and the ability to effectively handle conflict management.
Be analytical and possess creative problem solving and decision-making skills.
Ability to organize and prioritize workload in a fast-paced environment.
Strong technology skills; proficient in Microsoft applications: Word, Excel, Access, and Outlook. Knowledge of inventory management software and CRM a plus.
Able to work flexible schedule when required; Availability and willingness to work extended hours, including nights and weekends and be on-call as necessary.

Nice To Haves

Knowledge of inventory management software and CRM a plus.

Responsibilities

Deliver service that is personal, creative, and timely.
Assist in renewal, upgrades, and add-on processes for assigned accounts in an effort to meet and exceed individual, departmental, and organizational goals.
Field, resolve and document various client requests and concerns utilizing the highest standard of customer service.
Demonstrate a positive attitude, support company initiatives with peers and customers.
Adopts change while demonstrating tenacity and resilience.
Assist in the development and implementation of customized programs, benefits, and events for the season ticket account base, including working at Utah Jazz games and Delta Center events.
Support the broader sales, service, and marketing functions and objectives of the organization.
Maintain detailed records in CRM to support service and sales efforts as defined by the organization.
Work closely with team and arena departments (i.e., food and beverage, parking, facility operations, ticket sales, game operations, marketing, corporate partnerships) to ensure premier entertainment experiences for the season ticket account base and other guests.
Achieve touchpoints, customer satisfaction surveys, and other engagement metrics that are established.
Exemplify the Smith Entertainment Group values and standards: transparent, all in, community obsessed, one team, and scrappy.
Be a good teammate, contribute positively to a winning culture, and be respectful.
Demonstrate world-class customer service, and if you don’t directly interact with the customer, support those that do.
Protect the legal, financial, and moral well-being of the company.
Other duties as assigned.