Ticketing Services Manager (Hybrid - New York Tri-State Area)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts and cultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.

Founded in Los Angeles, we are a small, but growing team of hardworking, highly motivated individuals. Our core product, Nliven, is a a real-time platform that helps venues manage ticket sales efficiently while creating a more engaging buying experience for customers. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The Ticketing Services Manager helps ensure clients receive exceptional service. This role is responsible for handling and resolving client queries, developing strategies for improving Ticketing Services, training other Ticketing Services staff, and maintaining business relationships with existing clients.

This position will help bring new clients on board and implement new client installations, including hardware such as printers, scanners, and payment terminals. They are also responsible for maintaining close collaboration with Product, Engineering, and Sales teams to resolve issues and communicate product updates.

This position reports directly to the Director, Ticketing Services.

This position is full-time and hybrid. Although this is largely a remote role, there will be times where you will be expected to come into the office. Candidates must be located in the NY Tri-State area within one of the following states: Connecticut, New Jersey, New York. Candidates should have the ability to work flexible hours, including evenings, weekends, and holidays, to support client events, with participation in an on-call rotation for urgent issues. Candidates may also be required to travel.

About You

• You are passionate about delivering exceptional client service and thrive in a role where building relationships is just as important as solving problems.
• You bring proven experience in client management or customer support, with a knack for troubleshooting issues and guiding clients through complex systems.
• You are highly organized, detail-oriented, and comfortable juggling multiple priorities in a fast-paced environment.
• You are a collaborative worker who enjoys coaching others and working cross-functionally with Product, Engineering, and Sales to ensure client success.

What You'll Do

• Adopt and execute the company’s client management processes and functions.
• Provide leadership to the Ticketing Services team, ensuring customer success and
  growth objectives align with overall business goals.
• Serve as a primary support resource for clients, answering questions and providing
  information about TixTrack’s Nliven and TixTrack Pro products.
•  Log, track, and respond to high-level client support calls and emails in a timely and professional manner.
• Assist with escalated issues arising from system bugs and functionality problems.
• Troubleshoot escalated issues related to system bugs or functionality concerns, escalating to the Product department when fixes require prioritization in a sprint.
• Collaborate with other departments to escalate and resolve client needs quickly and effectively.
• Build and maintain strong client relationships by proactively checking in, following up on active items, and addressing potential concerns.
• Identify potential Ticketing Services concerns and take proactive measures to address them.
• Support new client installations, including the specification, configuration, and setup of ticketing hardware (printers, scanners, payment terminals).
• Help successfully onboard and train new clients on the Nliven and TixTrack Professional systems.
• Create and develop new seating maps for clients, as necessary, and assist with large on-sales.
• Support ongoing set-up, configuration, and monitoring of venues, productions, and
  promotions on behalf of TixTrack’s clients.
• Maintain a comprehensive working knowledge of TixTrack’s Nliven and TixTrack Pro
  products including all new software updates that are released.
• Partner with Sales and Customer Success teams to ensure clients are aware of new features and enhancements. Provide occasional input and feedback into the further development and enhancement of TixTrack’s product range.

Other Duties
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