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Client Service/Success Manager

Location – London, UK (flexible)

Who are we?
Outbox is an industry leading event ticketing platform with a rich history. We partner with some of the biggest names in sports & entertainment to deliver ticketing solutions at events attended by thousands of fans every year, all over the world.

Who are you?

Experienced, ambitious and a great operator. The Client Service/Success Manager is a critical part of our team. You will be a key point of contact for our clients, ensuring that you plan, track, communicate and deliver their project and development requirements accurately and efficiently. You will support the client in evolving and future proofing their digital ecosystems. You will learn and have an in depth understanding of their business, then train and work with them to maximise their opportunities using technology.

Who are we looking for?

• A can-do positive attitude with the natural desire to help, be trusted and do their best.
• A technical mind set, with excellent attention to detail and a determination to connect and implement technologies that enhance the customer experience.
• A motivated and conscientious individual that can work on their own initiative as well as working within a team.
• A pro-active problem solver who remains calm, patient, and professional when under pressure.
• A flexible and open approach to hours of work and locations required.
• Someone who loves working within the Live Entertainment industry especially within Sports or Arts.

Key accountabilities

• Responsible for the configuration, project management and liaison of technical configuration and integrations for Outbox clients.
• Responsible for providing exceptional customer service levels and ongoing event support to all clients.
• Additional support when required, including out of hours and on site.
• Ensure that the Outbox brand is represented in a professional manner both internally and externally.

Main activities and responsibilities

• Create and maintain excellent relationships with all Outbox clients.
• Manage multiple project life cycles by planning, scheduling, and tracking a project plan.
• Prioritise projects, communicate timelines, roles and responsibilities and build relationships with stakeholders.
• Provide client support via email responding to all queries in a timely and professional manner.
• Help to investigate problems, identify the root cause of issues, provide solutions, escalate where appropriate and continue to manage information flow back to the client.
• Assist co-workers in determining requirements of specific clients, ensure relevant information is communicated accurately.
• Participate in on site event ticketing, box office and scanning activities as required.
• Understand, learn, and remain up to date with requirements of venues, rights holders, sales agents, and systems.
• Spot, identify, and feedback technology trends that would benefit our other clients around the world.
• Develop and maintain effective teamwork within the Client Services team and across the business.
• Other ad-hoc duties as requested by senior management team.

Requirements

This role will suit someone who has experienced working in the live entertainment industry and keen to make a difference to our clients using technology. Knowledge of technical integrations are ideal but are not a pre-requisite. They are open to learning and equally enjoy being organised as well as getting their hands dirty with event delivery. They can form close working relationships with stake holders of all levels.