Client and Event Services Manager

Job Description

THE JOB

As a Client Manager, your primary responsibility will be keeping your clients happy such that they are ambassadors for Moshtix.

Clients will remain loyal to our business, and new Clients will be impressed by your personalised, relevant and professional delivery of products and services that will compliment their business and position Moshtix as being a partner that creates value. Enhancing Moshtix's reputation will always be at the core of your focus.

You will ensure each Client is using the best tools we have available to drive ticket sales, ancillary revenue, and fan engagement, for the benefit of the Client, the Fan, and Moshtix.

As required by the business you will also work with the Event Services team with the preparation and delivery of events on site to key clients as well as assisting remotely for self-service events. The role requires technical skill plus internal people and process management to ensure that service requests are being efficiently resolved, you will add value to the client relationships and bring your expertise as an event delivery specialist.

The team is distributed between sites in Australia and New Zealand and as a result there will be a need for occasional travel.

WHAT YOU WILL BE DOING

Client Manager Specific
• Develop and grow relationships with existing and potential clients.
• Full cycle event planning and execution, including accurate event building.
• Attend key events for your clients in the capacity of Client Manager and support the Event Services Team where required.
• Play an active role in key projects for the business that are undertaken from time to time. This may include but are not limited to projects that improve our platform, reviews of operational processes.
• Provide efficient testing when required for the QA Pipeline.
• Log detailed reports of bugs and other issues for the technology department.
• Ensure that ticketing service delivery aligns with the most effective, efficient, and highest quality delivery possible including communication internally and externally, and the use of internal documents, policies and procedures.
• Manage client relationships whilst ensuring that all contractual obligations are understood and achieved.
• Ensure Fan Experience have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions within their respective areas when performing duties related to event management to ensure the provision of excellent service to patrons.
• In conjunction with the Marketing Department, develop marketing initiatives specific to client needs to maximise ticket sales.
• At every opportunity, the use of new products/functionality should be enthusiastically embraced and opportunities for innovation should be encouraged.
• Ensure finance are fully informed of all financial arrangements and both Moshtix and the client meet their financial obligations under the contractual arrangement or letter of agreement.
• Entertain clients and attend client functions and launches as required.
• Identify opportunities to grow ticket sales, revenue and ancillary revenue through product, technology and marketing initiatives. Identify new business and assist the Sales and Business Development team in securing new business.
• Actively participate in the renewal plans of all existing clients to ensure 100% retention rate.
• Provide additional value to the Moshtix relationship with your clients by creating and maintaining Client Action Plans, regular Client Debrief, End of Event Report process and regular engagement opportunities.
• Make a positive contribution to the culture of Moshtix and look for ways to help us become Australia's employer of choice in the ticketing industry.

Event Services Specific
• Install, support and maintain access control and entry hardware and related software at venues and box offices.
• Provide venue support at permanent and temporary venues and events including weekend support.
• Understand requirements for each event and effectively plan and coordinate events with Client Services Managers to ensure successful event delivery.
• Liaise with Client Managers to ensure all staff and equipment requirements to clients are provided without exceeding agreement terms.
• Develop relationships with permanent and temporary venue/event management and staff.
• Coordinate equipment logistics and couriers for all events in a cost-effective manner.
• Manage full set up, bump in and bump out of events as required both for access control and box office.
• Provide IT support to ensure access control and box office systems function optimally.
• Manage end of day box office reconciliation as required.
• Conduct on the job training of casual staff, volunteers and subcontractors as required.
• Manage and direct casual staff onsite at events and provide a key escalation point for any ticketing issues.
• Maintain an up to date asset register of all on in house and venue equipment.
• Deliver successful events by working closely with the technology team and updating equipment/system as required.
• Log detailed reports of bugs and other issues for the technology department.
• Provide after hours on call support as part of a rotating roster with the other Event Services team members.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Ticketing and client relationship experience
• Developed written and verbal communication skills
• Passion for the live entertainment and/or ticketing industry.
• Ability to recognise and pursue new business opportunities.
• Presentation skills.
• Strong written and verbal communications skills.
• proven ability to multi-task and prioritise workload.
• Proven track record in building and managing relationships with key clients and internal stakeholders.
• Passion for delivering events and strong awareness of the live entertainment and/or ticketing industry.
• Good working knowledge of networking principles and techniques
• Practical experience in the repair and maintenance of hardware and software
• Current drivers' licence is essential
• Availability to work on weekends and on a rotating roster with the team

YOU (BEHAVIOURAL SKILLS)
• Proactive, driven and highly organised, able to manage to a constantly varying and challenging workload
• A calm and controlled approach to working in high-pressure situations with a number of different parties
• The ability to build and maintain interpersonal and professional relationships
• A highly motivated and conscientious individual with the ability to use self-initiative
• A strong team player able to work with different internal departments and external agencies
• Flexible with hours and adaptable to changing needs.
• Strong sense of commitment to work and team
• Demonstrated ability to develop and nurture relationships
• High energy and a personality that thrives in a fast-paced, changing environment
• Ability to follow processes and meet deadlines
• Strong attention to detail
• Excellent time management skills and ability to multi task and work under pressure
• Analytical mind and proven problem solving ability
• Strong use of initiative and can think on your feet

Jobcode: Reference SBJ-rnkp01-3-12-36-30-42 in your application.