JOB DESCRIPTION – CLIENT SUPPORT MANAGER

Location: Göteborg or Stockholm
Division: Ticketmaster International
Line Manager: Regional Operations Director
Contract Terms: Permanent

WHAT YOU NEED TO KNOW (OR TECHNICAL REQUIREMENTS)

• Minimum of one-year supervisory experience preferred
• Minimum of three years’ experience relating specifically to Event Support, Ticketing or equivalent environment preferred.
• Service oriented, with strong organizational and communication skills
• Ability to communicate effectively with clients
• Certain degree of creativity, latitude, and problem solving is required
• Excellent written and oral communication skills, good organizational skills, attention to detail, ability to multi-task in a fast paced, high volume and pressurized environment
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays
• Must be computer literate with excellent data entry and proof-reading skillsFluent Swedish and English professional language skills

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• Lead by example
• Team player offering proactive support to colleagues.
• Eye to identify areas of improvement to thrive for service excellence.
• Highly curious in learning how TM Operations Products work
• Carefully weighs the impact of a broad range of related issues or factors.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organises time effectively.
• Demonstrates ethical behaviours.

• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.Demonstrate a balance between an operational and a sales focused mindset

WHAT YOU WILL BE DOING

• Direct management of the markets’ Client Support Specialists, including providing mentoring & training (initial and ongoing) to Client Support staff
• Coordination with Event Support Team for clients to ensure client satisfaction.
• Develop and maintain excellent client relationships.
• Escalation point for client issues and resolution
• Own the operations services for the full life cycle of their events and proactively set up meetings with the client to understand their timeline.
• Organize and prioritize work requests for Client Support Specialists
• Advise/educate clients within procedural guidelines to ensure the best possible operational experience during the full event life cycle
• Own at market level the development and implementation of Client Support best practices in close partnership with other Client Support Managers and the Director of Client & Event Support International.
• Owning the plan framework that ensures that the client has the best possible operational experience during the entire event life cycle.
• Receive continuous training on new product and features and how they need to be operated.You will be part of the regional operations management team and the management forum in Sweden

The following attributes determine how the role will be carried out and are required to be a success:

• Lead by example
• Team player offering proactive support to colleagues.
• Eye to identify areas of improvement to thrive for service excellence.
• Highly curious in learning how TM Operations Products work
• Carefully weighs the impact of a broad range of related issues or factors.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organises time effectively.
• Demonstrates ethical behaviours.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.Demonstrate a balance between an operational and a sales focused mindse