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Posted 5 months ago
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About TixrTixr's on a mission to transform the ticket buying experience with a modern approach to a legacy business. Born from a fan-focused frame of mind, we empower large-scale events, music venues, and sports properties with modern, innovative solutions to their highly-complex ticketing and e-commerce needs. Our unified commerce platform is built for big, supporting all types of events, from festivals to global arena tours, and an almost limitless suite of commerce offerings beyond admission tickets.The OpportunityAs a Client Experience Manager (CEM), you will serve as the day-to-day contact for our clients across Canada, ensuring they achieve their goals with our platform and services. You will work closely with the Director of Accounts and Technical Solutions Managers (TSMs) to provide a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering relationships, and ensuring platform adoption and satisfaction.ResponsibilitiesDay-to-Day Client ManagementAct as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.Monitor and address client tickets in the queue, ensuring prompt and effective resolution of issues.Build client groups and events, as required.Serve as the quarterback for your accounts, coordinating across teams to meet client needs and goals.Collaborate with Technical Success Managers (TSMs) for:New feature demos and technical walkthroughsTechnical troubleshootingDeveloping client-specific workaroundsAccount audits and optimizationEngage with the Director of Accounts for:Escalation support and strategic guidanceComplex reporting or billing needsRisk mitigation and account insightsClient Success and Relationship BuildingBuild and maintain strong, trusted relationships with clients, serving as their advocate within the company.Ensure clients are effectively onboarded, trained on platform use, and positioned for long-term success.Proactively communicate with clients to understand their goals and initiatives.Monitor client engagement and identify opportunities for increased adoption and satisfaction.Collaboration with Internal TeamsPartner with TSMs to resolve product-specific or onsite challenges.Provide regular status updates and risk assessments to the Director of Accounts.Escalate complex client issues and ensure resolution timelines are met.Capture and share client feedback to inform platform improvements and development.Operational ExcellenceManage client projects, deliverables, timelines, and event builds.Keep detailed and organized records in Notion and HubSpot.Identify and implement process improvements for better service and efficiency.Qualifications5+ years in client-facing roles, preferably in online ticketing, live events, or venue operationsExperience with primary ticketing platforms, financial reporting, event building, and digital marketingFamiliarity with third-party tools used by sports or event clients (e.g., Fevo, KORE)Proficiency in HubSpot, Notion, Slack, and Google WorkspaceExcellent communication, negotiation, and conflict-resolution skillsStrong analytical thinking, problem-solving, and presentation abilitiesCommitment to professionalism, privacy, and ethical standards with PIPEDA and provincial privacy lawsOpen to feedback, adaptable, and willing to learnBachelor’s degree in business, marketing, or a related field (postgraduate or certifications an asset)Must be a Canadian Citizen and reside in CanadaBilingualism (French and English) is required for supporting our Quebec-based clientsUnderstanding of accessibility standards such as AODA (Ontario) is considered an advantageThe PerksAnnual Salary Range: $70,000 – $80,000 CAD + Bonus + Equity100% Remote-FriendlyFlexible Vacation Policy, with a minimum of 15 days recommended per yearPaid Canadian Statutory Holidays + Your Birthday OffParental Leave Top-Up in accordance with provincial employment standardsProfessional Development/Education StipendCompany-Provided EquipmentLive Event Perks and Ticket GiveawaysTixr is the largest, fastest-growing, privately-held primary ticketing and live event commerce marketplace in the world. We're a California born and bred company that's still founder owned and led to this day, and we support a global client base with staff throughout the US, Canada, and UK. We exclusively power 500 of the most respected live entertainment brands in 40 countries including LIV Golf, Wynn Nightlife, Riot Fest, Acura Grand Prix of Long Beach, Riot Games Arena, Luke Bryan’s Crash My Playa, Sturgis Buffalo Chip, Lightning in a Bottle, Portland Trail Blazers’ New G League Affiliate Rip City Remix, among many others.
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