Job Summary:

JOB DESCRIPTION – CLIENT SUPPORT MANAGER

Location: Göteborg or Stockholm

Division: Ticketmaster International

Line Manager: Regional Operations Director

Contract Terms: Permanent

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.

International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.).

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as a Client Support Manager, leading a team of Client Support Specialists in Sweden, you will support Ticketmaster clients in all their Support needs. You will be responsible for direct management of the Client Support Specialist team and the process of event management workflow within your markets.

You and your team will operate in between multiple departments and make sure the client has a unified experience throughout the contract period.

Your team will become the top tier clients’ primary support contact at Ticketmaster, and you will work closely with clients to continuously improve service levels, sales performance and increase client satisfaction. The Client Support Specialist will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades.

You will leverage ticketing products and process knowledge and provide consultancy services to help define solutions that fulfil clients’ operational needs. In doing so, you will lead and coordinate consultancy efforts with other functional experts within Ticketmaster (Product Operations, Event Support, Client Development, Customer Support, Finance, etc.).
 

This role works closely with the all other departments, but specially the Event Support Manager, the Client Development Manager and the Regional Operations Senior Director to ensure efficiencies are achieved departments.



What You Will Be Doing

 

Direct management of the markets’ Client Support Specialists, including providing mentoring & training (initial and ongoing) to Client Support staffCoordination with Event Support Team for clients to ensure client satisfaction.Develop and maintain excellent client relationships.Escalation point for client issues and resolutionOwn the operations services for the full life cycle of their events and proactively set up meetings with the client to understand their timeline.Organize and prioritize work requests for Client Support SpecialistsAdvise/educate clients within procedural guidelines to ensure the best possible operational experience during the full event life cycleOwn at market level the development and implementation of Client Support best practices in close partnership with other Client Support Managers and the Director of Client & Event Support International.Owning the plan framework that ensures that the client has the best possible operational experience during the entire event life cycle.Receive continuous training on new product and features and how they need to be operated.You will be part of the regional operations management team and the management forum in Sweden
 

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

 

Minimum of one-year supervisory experience preferredMinimum of three years’ experience relating specifically to Event Support, Ticketing or equivalent environment preferred.Service oriented, with strong organizational and communication skillsAbility to communicate effectively with clientsCertain degree of creativity, latitude, and problem solving is requiredExcellent written and oral communication skills, good organizational skills, attention to detail, ability to multi-task in a fast paced, high volume and pressurized environmentMust have the ability to accommodate a flexible schedule including some weekends, evenings, and holidaysMust be computer literate with excellent data entry and proof-reading skillsGerman and English professional language skills
 

You (behavioural Requirements)

The following attributes determine how the role will be carried out and are required to be a success:

 

Lead by exampleTeam player offering proactive support to colleagues.Eye to identify areas of improvement to thrive for service excellence.Highly curious in learning how TM Operations Products workCarefully weighs the impact of a broad range of related issues or factors.Asks appropriate questions to ensure understanding.Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.Organises time effectively.Demonstrates ethical behaviours.Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.Demonstrate a balance between an operational and a sales focused mindset
 

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our Work Is Guided By Our Values

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.