Client Relations Coordinator

4 weeks ago

Calgary, Alberta, Canada Ticketmaster Canada LP Full time

POSITION OVERVIEW

The Client Relations Coordinator will provide essential services to assist clients with their daily operations involving ticketing systems and related products. This position is accountable for upholding established service standards and is expected to liaise with national teams to guarantee prompt resolution of issues for our diverse clientele. Additional duties encompass training, sharing best practices, and offering comprehensive operational support, including installations and upgrades.

KEY RESPONSIBILITIES

Client Support

  • Cultivate and sustain exceptional client relationships while consistently meeting and surpassing service level agreements.
  • Coordinate hardware upgrades and replacements both on-site and off-site.
  • Guide and inform clients within procedural frameworks to ensure effective solutions for any technical or service inquiries.
  • Maintain client contact records for accurate tracking and reporting.
  • Provide on-site event assistance and after-hours support as required.

Ticketmaster ONE, Host System & Access Control Assistance

  • Stay informed about the Ticketmaster ONE web portal.
  • Keep abreast of new software and product releases for HOST, TM1 Entry, Archtics, Account Manager, and other technology solutions.
  • Generate and modify reports, including Autypes, Repgens, Mopreps, and other advanced analytics.
  • Support client onboarding and ongoing system maintenance.
  • Serve as a knowledgeable resource in all aspects of access control products.
  • Possess basic understanding of Event Programming related to sales channels and customer experience.
  • Identify and assist in resolving event-related discrepancies.

Product Assistance

  • Communicate updates, new features, and functionalities of TM products to clients.
  • Provide guidance and best practices for all TM products.
  • Assist in the creation of new manifests.
  • Conduct initial and ongoing training on new features and functionalities.
  • Utilize troubleshooting methods and tools to determine the root causes of issues.
  • Facilitate coordination of networking issues between clients and internal IT teams.

This job description may evolve in alignment with business needs and priorities. In addition to the responsibilities outlined above, your role may encompass additional projects and team support as necessary.

REQUIRED QUALIFICATIONS

  • A minimum of 2 years of experience in an office setting, ideally in customer or client support roles.
  • Familiarity with the Ticketmaster system and/or various ticketing platforms is advantageous.
  • Experience in Box Office operations is a plus.
  • Attention to detail with the ability to manage multiple tasks and competing priorities.
  • Strong verbal and written communication skills.
  • Proficiency in Microsoft Word, PowerPoint, and Excel.
  • A genuine enthusiasm for live events and a strong commitment to enhancing the client experience.
  • Knowledge of Presence, AccessManager, Repgen, Archtics, and the Event Base product suite is beneficial.
  • A degree of creativity, flexibility, and problem-solving skills is essential.

PERSONAL ATTRIBUTES

  • Business Acumen – Ability to understand and apply fundamental business concepts, leveraging external networks to grasp market dynamics and industry trends.
  • Problem Solving and Innovation – Ability to gather insights and pursue mutually beneficial solutions while remaining open to alternative approaches and proactively generating new ideas.
  • Organizational Skills – Capable of managing competing priorities across various teams, with a focus on task and project management.
  • Collaborative Teamwork – Engaging with colleagues respectfully and sharing information openly to achieve organizational goals.

WORK ENVIRONMENT

We take pride in being part of Live Nation Entertainment, the leading global live entertainment company.

Our mission at Ticketmaster is to connect individuals worldwide to the live events they cherish. As the largest ticket marketplace and a premier provider of enterprise tools and services for the live entertainment sector, we are uniquely positioned to fulfill that mission.

Our operations are driven by a deep passion for live events and a vibrant, diverse culture fostered by accessible leadership, attentive management, and enthusiastic teams. If you share our passion for live entertainment and wish to contribute to a company dedicated to enhancing fan experiences, we welcome your interest.

OUR CORE VALUES

Reliability - We recognize that fans and clients depend on us to facilitate their live event experiences, and we rely on each other to deliver.

Teamwork - We believe that collective achievement far surpasses individual success.

Integrity - We uphold the highest moral and ethical standards on behalf of our numerous partners and stakeholders.

Belonging - We are dedicated to fostering a culture where everyone can be their authentic selves, with equal opportunities to thrive.

EQUAL OPPORTUNITIES

We are committed to our workforce and go beyond mere statements of diversity and inclusion. You will work in an inclusive environment that encourages you to bring your whole self to work. We strive to help you balance your professional and personal life, support your growth, and learn from the talented individuals around you. Talent is what matters most to us, and we encourage applications from individuals of all backgrounds.

Ticketmaster Canada is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the job application process.

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