SO, WHO ARE WE?
ShowClix, a product of Patron Technology enables live event organizers to create better, more customized experiences for their ticket buyers & deeper, more profitable relationships with their sponsors through an integrated, industry-leading event technology solution. Event organizers of different sizes & across different segments use Patron Technology for ticketing, marketing, fan engagement, CRM, logistics & data management.
Sound interesting? Lets talk.
WHY DO WE NEED YOU?
Patron Technology seeks a Director of Client Support to oversee a 24/7, follow-the-sun Helpdesk that provides technical support to domestic & international Account Managers & Clients. Director reports to SVP, Operations. Can be located in San Diego or Pittsburgh.
- Lead 24/7 Client Support Helpdesk
- Directly supervise Client Support Managers multiple time zones to provide technical support to 1,000+ clients around the world
- Thoroughly understand Patron Technologys products
- Develop & oversee the onboarding, product certification, & professional development of Client Support Managers & Representatives
- Lead team to provide administrative support to Account Managers & Client Implementation Managers
- Standardize Client onboarding & training processes
- Be an expert in & champion of Salesforce
- Ensure accuracy of internal & external knowledge base documentation
- Develop business intelligence dashboard; monitor, report, & address trends
- Advocate for & introduce new technology to improve processes
- Work closely with Sales, Account Management, Client Implementation, & Engineering to prioritize Client needs
- Help inform core product development
- Provide escalation support to Client Support Managers
- Work with Director of Client Implementation to exceed client retention goals
- Anticipate & address personnel & resource needs; coach managers in hiring
- Promote a positive & rewarding environment
- Maintain awareness of market & industry trends
- Bachelors degree
- 10+ years experience in the live events and/or SaaS industry
- 5+ years leadership or management experience
- Experience supervising remote teams
- Extensive client-facing experience
- History of successfully leading 24/7 Helpdesk
- 5+ years Salesforce experience
- Exceptional written & verbal communication skills
- Willingness to travel
- Strong team-building skills & ability to motivate others
For more information on Patron Technologys solutions visit our website: