Client Operations Manager

Job Summary:
Front Gate Tickets is North America’s leading software and operations provider for the festival market. We provide technical solutions for e-commerce ticketing, access control, data management, and fan engagement. We partner and run on-site operations for over 200 festivals each year and are on a massive growth trajectory matched by no one in the industry. We do it for the fans Front Gate is owned by Live Nation Entertainment and acts as Ticketmaster’s festival arm.

The Role:
The Client Operations Manager is responsible for managing all client relationship functions. The FGT COM is an advisor and consultant for their clients working in tandem with all executives, departments and stakeholders to meet and exceed client expectations. The COM works with Event Programmers, Field Operations Managers and team leadership to ensure standardization of communication and support for all clients.

**Responsibilities**:

- Act as primary advisor and consultant for client’s ticketing and event needs, providing expertise in all aspects of the client relationship.
- Build and cultivate excellent client relationships by monitoring client support service levels ensuring they are met and exceeded when possible, and ensuring clients are aware of all system help functions and other self-service tools.
- Convey product updates, new features and functionality to client base.
- Conduct regular client meetings to review best practices, make recommendations and gather feedback.
- Direct and implement best practices for all FGT product and system installations, upgrades and maintenance at client sites.
- Manage problem resolution, including, but not limited to, researching complaints; troubleshooting software, hardware and event issues; resolving issues with Customer Service; and providing specific issue details to expedite problem resolution.
- Conduct quality control processes to ensure the accuracy of event details in the ticketing system.
- Note: Required travel is focused primarily during the summer months. During this time travel can be very heavy.
- Execute and complete other duties as assigned.

Knowledge, Skills & Abilities:

- 3+ years’ experience in enterprise software industry is highly desirable
- Experience with the ticketing industry highly desirable
- Experience with client services or relationship management a big plus
- H.S. diploma or equivalent, Bachelor’s degree preferred
- Computer savvy and proficient with Microsoft Word and Excel
- Confidence in communication, to include written, listening, and presentation of data to colleagues and Supervisor
- Strong organizational skills and attention to detail
- Strong customer relationship skills and customer focus
- Strong leadership skills, experience in team leadership is helpful
- Strong project management skills, project management experience is helpful
- Good people skills to build solid relationships with professionals on all levels
- Certain degree of creativity, latitude and problem solving is needed
- A passion for the live entertainment industry and the public who experience it
- Ability to learn new technology
- Ability to successfully handle multiple projects simultaneously, as well as handle pressure and challenging situations
- Ability to travel up to 25% of the time, and work flexible hours, including evenings and weekends for extended periods of time

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

- HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
- YOURSELF: Paid time off policy including holidays, sick time and day off for your birthday, free concert tickets
- WEALTH: 401(k) program with company match, Stock Program Reimbursement
- FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
- CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
- OTHERS: Volunteer time off, crowdfunding network

EQUAL EMPLOYMENT OPPORTUNITY

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Front Gate Tickets will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Front Gate Tickets also wishes to participate in a timely, good faith, interacti