The Senior Product Consultant for Enterprise Accounts is responsible for managing the implementation projects and client relationships required to install, configure and launch TicketMob online ticket sales, box office management and point-of-entry management products and services, towards successful on time project completion within established budgets. These phased projects may include requirements gathering, client consultation, evaluation and recommendation for hardware configuration, project management for custom website development, content/materials management, project scheduling, iterative approval processes, and pre/post launch adoption activities in a manner representing the highest level of professionalism. The Senior Product Consultant is also responsible for supporting and recommending client adoption and implementation of new products and services and ongoing post-launch support for all aspects of Ticketmob products utilized by the client. Additional responsibilities include, but are not limited to, assisting and supporting client's use of Ticketmob marketing products, as well as occasionally supporting other Client Services operations, such as ticket buyer inquiries regarding their Ticketmob purchases.
Serve as the primary point of contact for clients regarding project and strategic level questions.
Maintain a high level of understanding of client goals and ensure the Ticketmob system is being fully utilized to drive successful client results. Work closely with sales and account management to form a seamless team to assess and support client priorities.
Actively manage the client relationship to anticipate and prevent potential conflicts between client expectations and Ticketmob operations.
Be an active part of the solution stream and problem-solving team if client issues do arise.
Project management, project scheduling, and scope definition.
Maintaining business relationship and ongoing communications during and post implementation project.
Post launch adoption activities including both private and public instructor led web-based trainings, and general best practices consultations.
Business travel to deliver adoption activities at the client/event site may be required and scheduled regularly.
Occasional business travel to consult/advise or support specific and unique client events.
Provide ongoing telephone and email support to TicketMob clients to resolve account and technical issues and maintain excellent relations between TicketMob and its clients, as a backup resource if volume exceeds capacity of primary customer support resources
Assist Operations departmental managers in identifying areas of improvement in both infrastructure and processes.
Assist Development Team on establishing product development priorities (as the voice of the client), QA testing of new features and system enhancements, and providing use case scenarios.
Provide troubleshooting assistance to clients on system and equipment issues, if needed.
Responsible for helping drive the desired positive and proactive communication and corporate culture between Ticketmob staff, clients, and customers.
Work schedule is Monday â€" Friday. Client Service Representatives are asked to respond to client requests by phone and/or email after regular working hours, in the event that primary customer support resources capacity is exceeded. Client Service Representatives will not be required to return to the office to provide this client support and may do so remotely
Minimum of 3-5 years post college work experience â€" preferably in the ticketing industry with client service as a focus.
Must have excellent verbal and written communication skills.
Ability to train clients of all levels to become independent users of the Ticketmob System.
Strong attention to detail and analytical and/or math skills a plus.
Familiarity with the Internet, multiple browsers, installing software, and software support a must.
Must have excellent organizational skills and anability to handle many tasks at once in a very fast-paced and changing environment.
Ability to stay focused and manage multiple client types and contact personalities in situations ranging from strategic consultation to urgent business critical problem-solving.
Must possess firm knowledge of Microsoft Office, including Word and Excel; And, a comfort level with Facebook, Twitter, Instagram, Pinterest, You Tube and other social media tools.
Knowledge of Salesforce.com, API feeds, WordPress, and mobile applications preferred, but not required.
Must be familiar with the live entertainment business and box office operations.
Important learned job skills required to perform effective and acceptable work in this position:
Knowledge of ticketing industry and other general business practices.
Excellent customer service, communication (writing and verbal), and consulting skills.
Analytical and strategic thinking - ability to think 'out of the box'.
Effective interaction with clients and colleagues across all levels of the organization in a professional, service-oriented way, and the ability to clearly articulate the value of Ticketmob's products and services