Client Success Manager

3 weeks ago

Calgary, Canada Showpass Full time
Salary:

Showpass is a ticketing and event management software company. We empower venue and event organizers to create a rich, connected experience for their customers through next-generation technology. We combine cutting-edge software and hardware for seamless on- and offline sales, while delivering event management tools on the same integrated platform.


But what makes us different?


Showpass offers a unique platform for collaboration between the key groups that power events. From venues to organizers to street teams, to event attendees, we are focused on bringing people together through the magic of live events. We also happen to be powered by a very talented team fostering innovation, creativity, and disruption. These pillars support the Showpass culture which is built on a love for events, and all things food. That's what makes us the fastest-growing Canadian ticketing company.


THE ROLE: Client Success Manager


THE LOCATION: Calgary, AB


THE RESPONSIBILITIES:

  • Drive growth and product adoption for an assigned portfolio of clients
  • Provide onboarding, training, and custom implementation plans to see through the successful adoption of the platform within new and existing client organizations
  • Manage relationships via phone, video, and other in-person meetings. Some after-hours and weekend calls will be expected for critical client issues
  • Advise on and execute ticketing setups for complex or high-need clients
  • Verify proper on-sale and onsite setup for high-volume events
  • Act as a consultant to recommend best practices, products, and expansion opportunities
  • Provide recommendations and troubleshooting support for hardware and web integrations
  • Work with clients to understand their roadblocks - outline, present, and implement creative solutions to improve retention and engagement
  • Track and report on client status, feature adoption, and roadblocks
  • Communicate client feedback to the product team and provide suggestions for new features/improvements
  • Provide financial reconciliations and create custom reporting dashboards
  • Coordinate and execute renewals with clients alongside the expiry schedule
  • Provide professional and helpful onsite event support, training, and hardware setup (sometimes on evenings or weekends)
  • Drop off and deliver tickets or hardware for events
  • Utilize project and time-management strategies to balance multiple competing requests
  • Build lasting partnerships and turn Showpass clients into Showpass ambassadors


THE QUALIFICATIONS:

  • Post-secondary education is an asset
  • Minimum 3 years of experience in relationship management or client success preferable in a tech-focused environment
  • Experience working for a technology company in a B2B2C industry is an asset
  • Intermediate level Excel experience (able to manipulate data, and combine multiple datasets into a single source)
  • The desire to work in a challenging environment - you love to hustle and will thrive in a fast-paced start-up environment
  • A self-starter, driven with a strong growth mindset and attention to detail
  • A proven track record of receiving or exceeding exceptional client feedback
  • Ability to work independently while keeping multiple stakeholders and teams connected
  • Ability to respond to client communications in a timely manner
  • Strong organizational and process-oriented skills
  • Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks
  • Strong interpersonal skills - you must be empathetic and understanding of client/customer needs with the ability to navigate difficult conversations with poise and empathy
  • Ability to maintain a calm, positive and friendly attitude when dealing with clients and customers, especially in difficult situations
  • Must be available for rotating weekend on-call shifts


Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.

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