Client Experience Manager

Key Responsibilities

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company.
• Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives.
• Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth.
• Identify and pursue upsell and expansion opportunities where they align with client goals.
• Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.
• Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service.
• Build client events as necessary on the Tixr platform.
• Own coordination across internal teams to ensure client needs and goals are met on time.
• Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits.
• Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation.
• Collaborate with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients.
• Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success.
• Provide the Director of Accounts with regular insight into the health and status of client relationships.
• Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience.
• Manage client projects, timelines, event builds, and deliverables, ensuring all commitments are met.
• Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates.
• Identify and implement process improvements to optimize client success workflows.

Qualifications

• 5+ years in client success, account management, or similar roles within ticketing, festivals, venues, or SAAS.
• Excellent communication, negotiation, and presentation skills.
• Strong problem-solving and analytical skills with high attention to detail.
• Strong organizational skills and the ability to deliver a high level of customer service.
• High ethical standards with a commitment to transparent and fair client interactions.
• Open to feedback, adaptable, and committed to continuous learning.
• A bachelor's degree in business or a related field.
• Ability to travel up to 20% of the time and to work on weekends as needed.