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ShowClix // full-service event ticketing
 
Pittsburgh, PA    Posted: Thursday, January 16, 2020
 
   
 
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JOB DETAILS
 

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.

Key Responsibilities:

  • 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

Job Qualifications:

  • 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

LEARN MORE!

For more information on Patron Technologys solutions visit our website:

https://patrontechnology.com/

 
 
 
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