Implementation Director

Job Summary:

Location: Any City/Province, North America with potential to be global based

Division: Global Support & Operations

Line Manager: Senior Director, Implementation & Support

Contract Terms: Salary, 40 hours per week plus after-hours support as needed

THE TEAM

The Implementation and Solutions team, which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster client base. The team mission “Support the Client, Support the Account Teams, Support the Fan” and strives to provide excellent support while realizing improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.

THE JOB

The Implementation Director is responsible for all Implementation process globally. This includes new client onboarding as well as database merges/splits and offboarding. As a leader in the Implementation and Solutions organization, the position will require mentorship and flexibility across the entire organization. The position is responsible to be part of a team-oriented department where ideas are openly exchanged. This position will create an environment of cooperation between the client, client support and development directors.

WHAT YOU WILL BE DOING

• Oversee and develop a modernized implementation process for a global environment

• Manage key client onboardings while keeping the Senior Director of Implementation and Support informed and abreast of any additional resource needs based on complexity and/or volume

• Create, review, adjust and ensure all governance, standards and protocols are being followed for installation

• Work closely with schedules and availability of the Data and Integration teams to be sure both are accessible for the overall success of implementations.

• Work closely with the Enterprise PMO team for process and procedure related to new client onboarding

• Oversee overall expenditures to ensure cost effectiveness and that fiscal liabilities are being maintained, especially for new installations

• Create an environment of teamwork across all business units to maximize implementation experience

• Work with Client Development team managing and executing expectations based on normal onboarding in addition to contractual requirements and/or deliverables.

• Work with Business Services team on forecasting resources for future implementations (e.g. hardware)

• Align with the education team to map out client training program to fit the clients’ needs

• Work with Product teams and other centralized teams on future product, business and hardware practices to incorporate in future planning for new clients

• Evaluate Industry wide business processes and assist new clients to develop strong best practices

• Manage goals/OKR’s to ensure department is working within the larger support organization and towards corporate goals.

• Be part of the RFP/tender process to help the business secure new clients and renew existing clients.

• Work across departmental lines to provide an exceptional experience for new clients as they onboard and become Ticketmaster partners and provide an environment of teamwork

• Ability to work with Area resources to assist with smaller client initiatives that may not require the full strategic team

• Evaluate the new client’s business practices and provide consultation on how best to serve those using Ticketmaster’s products.

• Provide direction to other global team members to ensure a consistent onboarding experience regardless of market or country.

• Manage and report on all client issues within the implementation process to provide support via company Salesforce tracking system, Asana, and SmartSheet

• Evaluate & develop tools to create efficiencies

WHAT YOU NEED TO KNOW

• 5+ years’ experience with the Ticketmaster system

• Knowledge of Archtics, Account Manager, TM1 Entry, TM1 Engagement, Resale tools, Host and TM1 Products are required

• Box office and season ticketing experience is strongly preferred

• Strong Microsoft Office Skills

• Service oriented, with strong organizational and communication skills

• Able to successfully handle multiple priorities.

• Must be able to travel (~25%)

• Strong people management and project management skills

• Certain degree of creativity, latitude, and problem solving is required

• BA/BS degree

• Management experience a plus

• Speaking multiple