Client Operations Manager

About the role

The Client Operations Manager is responsible for managing all client relationships. The COM will primarily act as an advisor and consultant to their clients, working in tandem with all executives, departments, and stakeholders to meet and exceed client expectations. The role works with multiple departments and team leadership to ensure standardization of communication and support for our clients. Front Gate Tickets is North America’s leading software and operations provider for the festival market, granting 4.5M fans access to once‑in‑a‑lifetime experiences annually. We provide technical solutions for e‑commerce ticketing, access control, data management, and fan engagement, and partner on‑site operations for over 150 festivals each year.

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, check in on project timelines, 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.
• Execute and complete other duties as assigned.

Requirements

• 3+ years’ experience in enterprise software industry is highly desirable.
• Experience with the ticketing industry highly desirable.
• H.S. diploma or equivalent; Bachelor’s degree preferred.

Skills

• Computer savvy and proficient with Microsoft Office suite.
• Confidence in communication, to include written, listening, and presentation of data to clients, 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 trusted 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

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA).
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days.
• WEALTH: 401(k) program with company match, stock reimbursement program.
• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support.
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment.
• OTHERS: Volunteer time off, crowdfunding match.

Schedule

Permanent, full‑time position (40 hours per week) with potential for nights and weekends and up to 20% travel.