Client Experience Manager

The Opportunity

As a Client Experience Manager (CEM), you will serve as the day-to-day contact for clients, 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 deliver a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering long-term relationships, driving platform adoption, and identifying opportunities for account growth.

Key Responsibilities

Client success and relationship building

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company.
• Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives.
• Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth.
• Identify and pursue upsell and expansion opportunities where they align with client goals.

Day-to-day client management

• Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.
• Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service.
• Build client events as necessary on the Tixr platform.
• Own coordination across internal teams to ensure client needs and goals are met on time.
• Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits.
• Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation.

Collaboration with internal teams

• Partner with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients.
• Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success.
• Provide the Director of Accounts with regular insight into the health and status of client relationships.
• Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience.

Operational Excellence

• Manage client projects, timelines, event builds, and deliverables, ensuring all commitments are met.
• Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates.
• Identify and implement process improvements to optimize client success workflows.

Qualifications Required

• 5+ years in client success, account management, or similar roles within ticketing, festivals, venues, or SAAS
• Excellent communication, negotiation, and presentation skills
• Strong problem-solving and analytical skills with high attention to detail
• Strong organizational skills and the ability to deliver a high level of customer service
• High ethical standards with a commitment to transparent and fair client interactions
• Open to feedback, adaptable, and committed to continuous learning
• A bachelor's degree in business or a related field
• Ability to travel up to 20% of the time and to work on weekends as needed

Preferred

• Proficiency in HubSpot, Notion, Slack, and Google Apps
• Experience building and managing events, reporting, and digital marketing within a primary event ticketing platform
• The ideal candidate is a self-starter with a creative problem-solving mindset, a genuine curiosity for asking questions, and a strong commitment to professionalism.

The Perks

• Salary Range: $75,000 - $85,000 / Year + Bonus + Equity
• 100% Remote Okay with Hybrid Optional
• Paid Health benefits
• Dental, Vision, Life Plans
• Flexible Vacation
• 401k (50% Match up to 3%)
• Education Stipend
• Paid Holidays & Birthdays Off
• Parental Leave
• Ticket Hookups!