Client Experience Manager, Venues & Festivals

About Tixr

Tixr is the world's largest, fastest-growing privately-held primary ticketing and live event commerce marketplace, headquartered in Santa Monica, CA. Born from a fan-focused frame of mind, our technology empowers large-scale events, music venues, and sports properties with modern, innovative solutions to their highly complex ticketing and e-commerce needs. Our modern, unified commerce experience supports all types of events, from festivals to global arena tours, and an almost limitless suite of commerce offerings beyond admission tickets.

About Tixr Client Experience

The future of live events is here. At Tixr, we are redefining ticketing and event management from interface to business model, providing powerful and innovative tools to maximize event promotion and revenue, while making it easier, faster, and more enjoyable for audiences to purchase tickets. We are a well-funded startup headquartered in Santa Monica, CA, with a satellite office in London, serving tastemaker clients worldwide and the largest event producers across several key industry verticals.

The Opportunity

As a Client Experience Manager (CEM), you will serve as the day-to-day contact for our clients, ensuring they achieve their goals with our platform and services. You will work closely with the Director of Accounts and Technical Solutions Managers (TSMs) to provide a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering relationships, and ensuring platform adoption and satisfaction.

Key Responsibilities

Day-to-Day Client Management

• Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.
• Monitor and address client tickets in the queue, ensuring prompt and effective resolution of issues.
• Build client groups and events, as required.
• Serve as the quarterback for your accounts, coordinating across teams to meet client needs and goals.
• Tap into Technical Success Managers (TSMs) for:
• • New feature demos and explanations (both internal and external for clients)
  • Complex and technical problem solving.
  • Workarounds for unique challenges.
  • Client build audits.
• Engage with the Director of Accounts for:
• • Issue escalation and strategic guidance.
  • Complex financial or reporting needs.
  • Risk mitigation and account-level insights.

Client Success and Relationship Building

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company.
• Ensure clients are onboarded effectively, trained on platform use, and set up for long-term success.
• Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives.
• Monitor client engagement and platform usage to identify areas for improved adoption and success.

Collaboration with Internal Teams

• Partner with Technical Solutions Manager to resolve product-specific, onsite, or technical challenges for clients.
• Provide insights to the Director of Accounts about the health and status of client relationships.
• Escalate complex issues to the appropriate internal teams and ensure they are resolved in a timely manner.
• Share client feedback with Technical Solutions Managers and Support teams to enhance platform functionality and the overall experience.

Operational Excellence

• Manage client projects, timelines, event builds and other deliverables, ensuring all commitments are met.
• Maintain clear and organized client records using Notion and Hubspot, documenting interactions and updates.
• Identify and implement process improvements to optimize client success workflows.

Qualifications

• 5+ years in similar roles with online ticketing, festivals or venues, ability to manage and grow client relationships 
• Experience building, managing events, financial reporting, and digital marketing in a primary event ticketing software 
• Familiarit