Client Support Manager - Swedish Speaking

Job Description

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, you will be leading a team of Client Support Specialists in Sweden. You and your team will support Ticketmaster clients in all their Support needs. You will be responsible for direct management of the Client Support Specialist. As this is a highly operational role you will also be handling your own client portfolio and do the same operational tasks for these clients as the team you will be leading.

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

You and 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, Sales, Fan Support, Finance, etc.).

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

WHAT YOU WILL BE DOING

TEAM MANAGEMENT
• Direct management of the markets' Client Support Specialists, including providing mentoring & training (initial and ongoing) to Client Support staff
• Escalation point for client issues and resolution
• Organize and prioritize work requests for Client Support Specialists
• Own 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 and framework that ensures that the client has the best possible operational experience during the entire event life cycle.
• You will be part of the regional operations management team.

CLIENT SERVICE
• Provide front line support to a portfolio of our existing strategic clients.
• Proactively call and meet (physical and zoom) clients regularly to ensure they have what they need
• Provide operational knowledge and know how in meetings with strategic prospect clients.
• Own the onboarding process for all incoming.
• Process, reply and act on client complaints.
• Be a strategic partner to the clients in your portfolio.
• Be able to keep track of the operational implications in the client deal.
• Monitor how event sales are performing.
• Coordinate hardware and system upgrades.
• Follow up, coordinate, and drive all client requests internally.

TICKETMASTER SYSTEMS SUPPORT
• Act as the Product Specialist towards the clients in your portfolio.
• Provide support and best practices to the client for all TM products.
• Communicate product updates, new features, and functionality.
• Own training of new features and functionality.
• Act as the expert in all facets of Access Control products and operations.
• Basic knowledge of event programming process and procedures as it relates to sales channels, consumer experience, and quality of event submissions through our various Event Management modes (Full-Service, Assisted Service or Self-Service).
• Working knowledge and support of the ticketing platform that will serve the client's operations (Microflex, Universe, Sport XR, other).

PROBLEM RESOLUTION
• Log and report on all support cases related to client portfolio.
• Troubleshoot software and hardware issues.
• Work with internal stakeholders in the corporation to expedite problem resolution.
• Resolve issues with Fan Support for events with problems and/or special circumstances.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
• Minimum of one-year supervisory experience preferred.
• Minimum of three years' experience relating specifically to Event Support, Ticketing or equivalent environment.
• Service oriented, with strong organizational and communication skills.
• Ability to communicate effectively with clients.
• Certain degree of creativity, latitude, and problem solving is required.
• Excellent written and oral communication skills, good organizational skills, attention to detail, ability to multi-task in a fast paced, high volume and pressurized environment.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
• Must be computer literate with excellent data entry and proof-reading skills.
• Swedish 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 example.
• Team 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 work
• Carefully 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.
• Organizes time effectively.
• Demonstrates ethical behaviors.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organization. A skillful 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 sale focused mindset

LIFE AT TICKETMASTER

We are proud to be a part

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Jobcode: Reference SBJ-g47xv7-18-216-190-167-42 in your application.