Account Manager

Job Description

JOB DESCRIPTION – Account Manager

Location: Athens, Greece (occasional travel may be required)

Division: Ticketmaster Hellas

Line Manager: Account Director

Contract Terms: Permanent, 40 hours per week

THE JOB

The Account Manager focuses exclusively on client accounts, concentrating on the needs of clients within Hellas and abroad. Responsible for managing, supporting, servicing the account related needs of an assigned set of clients. Account management responsibilities include developing strong interpersonal skills with customers and connecting with key business executives. Answers client inquiries and identifies new business opportunities among existing customers. The Account Manager will liaise with cross-functional internal teams (including Sales, Development and Financial departments) to improve the entire customer experience.

WHAT YOU WILL BE DOING
• Providing excellent support to clients by proactively engaging and responding to client questions in a timely manner
• Completing projects by coordinating resources and timetables with clients and production/development team members
• Managing and setting up project calendars and kick-off meetings with client including on-site and off-site meetings with/for client and production team members
• Setting up and managing monthly/weekly/daily calls/communications and documenting all activities that emerge from client discussions
• Promoting the company, its objectives, services and achievements to our clients with an understanding of internal technical parameters
• Informing clients about system's new and existing features and improvements
• Working closely with the Development Department and Product Manager to provide clients with updates on various features of all products and offer solutions for the most successful launches
• Working closely with business development manager
• Balancing project requests while maintaining a long-term vision for each product line and customer relations
• Maintaining quality services by establishing and increasing organization's standards
• Communicating to Director on content, timelines, conflicts and product feature requests
• Preparing reports on account status
• Preparing weekly reports on clients' sales performance
• Addressing client's concerns and ensuring the resolution of issues in a timely manner, with following up when appropriate
• Ensuring clients are proficient in using TM products and services by identifying user needs
• Coordinating training and consultative service
• Training and coaching box office staff
• Documenting box office procedures / Creating manuals
• Providing 24/7 support to clients for troubleshooting high severity requests
• Handling client's complaints providing appropriate solutions and alternatives within the time limits; following up to ensure resolution. Keeping records of client's interactions, processing accounts and filing documents
• Properly separating unresolved queries and promoting them to the next level of support
• Communicating with colleagues abroad as needed
• Supporting and training colleagues/partners abroad that use TM ticketing platform
• Creating venues, events, performances and every feature available at the back office for a set of clients
• Reviewing contracts in collaboration with the business development team
• Weekly checking every ticketing application and evaluating its proper operation
• Supporting company's info email and inbound calls
• Attending corporate meetings and workshops
• Other tasks as may be directed by the COO or Line Manage

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Deep knowledge of Ticketmaster (Tickethour) technology to enable support of both team members and clients
• Strong understanding of venue operations, in respect of ticketing, event day operations, access control and problem solving
• Proficient in Microsoft Office products
• Proficient in accounting and reconciliation related to ticketing
• Strong attention to detail
• Excellent time management skills
• To understand how technical requests flow into various types of product

YOU (BEHAVIOURAL SKILLS)
• Excellent verbal and written communication skills
• Excellent listening, negotiation and presentation abilities
• Detail-oriented and takes pride in high quality work
• Ability to be flexible in a varied and constantly changing environment
• Passion for high quality service and support
• Forward-thinking and proactive
• Strong teamwork skills
• Maintain a positive and 'can do' attitude and with that a determination to succeed in a challenging and competitive environment
• Ability to take responsibility and make decisions in challenging situations, whilst remaining calm
• Analytical and strategic thinking

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

Jobcode: Reference SBJ-dyxb9p-18-226-93-207-42 in your application.