Client Experience Manager
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Job Description
Client Experience Manager overseeing client relationships and operational needs for Tixr's platform. Fostering growth and satisfaction through effective communication and service excellence.
Responsibilities:
- 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.
- 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.
- 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.
- 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.
Requirements:
- 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
Benefits:
- 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!
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