Client Support Specialist, International

Job Description

JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST, INTERNATIONAL

Location: TBD, EMEA

Division: Ticketmaster International

Line Manager: Director, Client & Event Support International

Contract Terms: Permanent

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order 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.), in markets that operate on the Microflex platform.
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 Client Support Specialist, International you will report to the Director Client & Event Support, International. You will support Ticketmaster's ambition to provide a consistent, and highest service level to all clients, and specifically to those that have a moderate to high impact to our business and operate cross market (International/Strategic Accounts). You are the main gatekeeper of the clients' needs, and guards a consistent offering regardless of the markets these clients operate in.

You will become these clients' primary operational support contact at Ticketmaster, and you will work closely with them to continuously improve service levels 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.

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.).

For these clients that are preparing a tour, exhibition or series of events, you'll provide ''tour operational support'' to guard ''Onsale readiness'' to the highest standards. Through a detailed Event Specification that is a result of liaising with the client, you are required to provide support to those markets that are part of the Onsale Planning in order to guard a flawless Onsale execution.

You will be a key member of the International Support & Operations team and will be charged with guarding our clients' needs across various markets and extract greater value to the business driving a culture of innovation and excellence throughout the workforce.

WHAT YOU WILL BE DOING
• Provide International front-line support to an assigned client list of moderate to high impact clients: International / Strategic Accounts
• Own the operations services for the full life cycle of their events.
• Develop and maintain excellent client relationships, by providing a personalized support.
• Meet and exceed client service level agreements.
• Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions.
• Promote, manage, and facilitate product & feature adoption.
• Assist with new client onboarding and ongoing maintenance
• Partner with local Client Support Specialists, that directly support the local client's office or local promoter associated to the International account, to drive service consistency according to the standards set with the International client
• Provide consultancy services with clients to understand their business initiatives, to define technical/service solutions. Coordinate with other TM experts, and local market subject matter experts when needed.
• Build a wide knowledge of the operations products and services that support the full life cycle of events
• Develop a continuous improvement culture with the client to enable operational improvements
• Work closely with Client Development International to align the commercial and service agreement

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Demonstrated success in building client relationships and strong bonds through proving the value of great service
• Experience with building and maintaining strong relationships with stakeholders
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred
• Innovative and flexible approach - thrive to find solutions outside the box.
• Not accepting the status quo, working with a sense of urgency to deliver results.
• Service oriented, working with accuracy, structure, and organization, delivering consistent quality service.
• Ability to communicate effectively with the local markets and build excellent internal partnerships
• Able to successfully handle multiple priorities
• Rigorous following standard operational procedures and attention to detail
• Certain degree of creativity, latitude, and problem solving is required
• Overall awareness of the entertainment and sports business is important
• Knowledge of how TM departments impact on one another, and on outside clients is a plus
• Must have the ability to accommodate a flexible schedule
• Excellent written and oral communication skills, good organizational skills, and attention to detail
• Must be computer literate with excellent data entry skills and knowledge of the Microsoft product suite
• H.S. diploma or equivalent required. BA/BS degree is preferred
• Strong written and verbal communications skills in English and at a least another European language

YOU (BEHAVIOURAL SKILLS)
• Team player offering proactive support to colleagues.
• Eye to identify areas of improvement to strive for service excellence.
• Highly curious in learning how TM Operations Products work
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
• 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 and integrity.
• 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.

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

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Jobcode: Reference SBJ-rb2z7o-18-224-149-242-42 in your application.