Client Experience Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Establish and nurture robust, trustworthy relationships with clients, acting as their representative within the organization.

• Engage proactively with clients to comprehend their objectives, challenges, and forthcoming initiatives.

• Track client engagement and platform utilization to pinpoint opportunities for enhanced adoption, satisfaction, and account growth.

• Recognize and pursue upsell and expansion opportunities that align with client aspirations.

• Serve as the main point of contact for designated client accounts, addressing their daily requirements and inquiries.

• Monitor and resolve client tickets efficiently and promptly, maintaining a high level of service quality.

• Organize client events on the Tixr platform as required.

• Take charge of coordination among internal teams to ensure client needs and objectives are met punctually.

• Collaborate with Technical Solutions Managers to present new feature demonstrations, tackle complex technical issues, develop solutions for unique client scenarios, and conduct client build audits.

• Work with the Director of Accounts on escalated issues, strategic advice, intricate financial or reporting requirements, and account-level risk management.

• Collaborate with Technical Solutions Managers to address product-specific, onsite, or technical challenges faced by clients.

• Partner with the Client Onboarding Lead to ensure effective client onboarding, training on platform usage, and preparation for long-term success.

• Provide the Director of Accounts with regular updates on the health and status of client relationships.

• Escalate complex issues to the relevant internal teams and guarantee timely resolutions.

• Relay client feedback to Technical Solutions Managers and Support teams to enhance platform functionality and the overall client experience.

• Oversee client projects, timelines, event setups, and deliverables, ensuring all commitments are fulfilled.

• Maintain organized and clear client records in Notion and HubSpot, documenting interactions and updates.

• Identify and implement process improvements to optimize workflows for client success.

⛳️ Requirements

• Over 5 years of experience in client success, account management, or comparable roles within ticketing, festivals, venues, or SaaS.

• Exceptional communication, negotiation, and presentation abilities.

• Strong analytical and problem-solving skills with keen attention to detail.

• Excellent organizational capabilities and the ability to provide a high level of customer service.

• High ethical standards with a dedication to transparent and equitable client interactions.

• Receptive to feedback, adaptable, and committed to ongoing learning.

• A bachelor's degree in business or a related discipline.

• Willingness to travel up to 20% of the time and to work weekends as required.

🏝️ Benefits

• 100% Remote Work Available with Optional Hybrid Schedule.

• Paid Health Benefits.

• Dental, Vision, and Life Insurance Plans.

• Flexible Vacation Policy.

• 401k with 50% Match up to 3%.

• Education Stipend.

• Paid Holidays and Birthdays Off.

• Parental Leave.

• Ticket Perks!