Client Support Manager - Live Entertainment

About the role

TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. As a Support Manager, you will provide courteous, professional, prompt, and exceptional service to TAIT’s diverse clientele. You are accountable for collaborating with various departments and teams to develop tailored solutions to customer concerns, with an emphasis on supporting clients' system sustainment and vision. The role involves considerable client contact, including arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.

Responsibilities

• Maintain customer relationships while advocating on behalf of the customer and TAIT.
• Provide feedback from customers on product quality and features.
• Follow TAIT QHSE and global Service & Support policies and procedures.
• Maintain client relationships to ensure satisfaction with services provided.
• Manage and exceed client expectations to agree on clear scope, schedule, and contract.
• Ensure support tickets are kept out of breach through professional, clear, and concise information for both internal and external use.
• Manage site teams, negotiate changes and variations to ensure projects are executed in a timely, cost-effective, profitable, and professional manner.
• Collaborate with technical integration and project teams to exceed client needs.
• Manage and schedule resources in collaboration with resource management teams.
• Work proactively, taking initiative where necessary with minimum supervision.
• Identify, source, and supply spare and replacement parts in partnership with other TAIT departments.
• Structure and process qualitative and quantitative data to draw insightful conclusions in a timely manner.
• Work within a global team of technical support professionals to deliver the best support services to clients.
• Visit sites and meet with clients to maintain relationships and develop new ones when required.
• Demonstrate continuous diplomatic effort to improve operations, streamline work processes, and work cooperatively with other departments.
• Adhere to all company safety policies and procedures.
• Attend meetings, seminars, and training sessions as required.
• Perform assigned duties according to company policies and expectations.

Qualifications

• High School Diploma or G.E.D. equivalent; Associate’s or Bachelor’s degree preferred.
• 5+ years of experience working in a customer support or management role, preferably in the entertainment industry.
• Experience planning projects with complex logistics and hard deadlines.
• Proficiency in MS Office Suite.
• Familiarity with Enterprise Resource Planning (ERP) systems (e.g., Epicor) and customer service ticketing platforms (e.g., Salesforce).
• Strong written and verbal communication skills, with a high level of honesty and integrity.
• Willingness to work hard and sometimes outside normal business hours to meet job demands.
• Comfortable providing feedback from customers on product quality and features to internal stakeholders.
• Experience with TAIT markets, especially cruise ship venues, theatres, and theme parks, is strongly preferred.

Skills

• Team Leadership: Ability to lead and motivate a team to achieve departmental goals.
• Communication: Strong communication skills for effective team collaboration and reporting.
• Problem-Solving: Proficiency in identifying and addressing issues within the team or department.
• Performance Management: Skill in setting clear performance expectations and providing feedback.
• Time Management: Effective time and resource management to meet deadlines and objectives.
• Adaptability: Ability to adapt to changing priorities and work environments.
• Delegation: Skill in delegating tasks and responsibilities to team members.
• Conflict Resolution: Managing conflicts within the team and fostering a positive work environment.
• Decision-Making: Sound decision-making skills within the scope of the team or department.
• Customer Focus: Ensuring products or services meet customer needs and expectations.

Working Conditions

The physical demands described are representative of those required to successfully perform the essential functions of this job:

• Regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently required to reach with hands and arms, talk, or hear.
• Specific vision abilities include close vision, color vision, and peripheral vision.
• Regularly operates a computer, including typing, using a mouse or keyboard, and viewing the screen for extended periods.
• Occasional exposure to physical tasks or new environments (e.g., sites, venues) during onboarding or training.

Work conditions may involve:

• Moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises.
• Some exposure to hazards or physical risks, requiring adherence to basic safety precautions.
• Use of appropriate personal protective equipment (PPE), including safety glasses, reflective vests, ear plugs, and safety-toed shoes.

Benefits

• Competitive medical, dental, and vision insurance plans.
• Health Savings Account (HSA) with employer contributions (HDHP plans).
• Flexible Spending Accounts (Medical & Dependent Care).
• Employer-paid life insurance with optional supplemental coverage.
• Employer-paid short-term disability insurance with optional long-term disability coverage.
• 401(k) retirement plan with company match.
• Paid parental leave.
• Employee Assistance Program (EAP).
• Wellness stipends.
• Voluntary benefits (e.g., accident, critical illness).
• Paid vacation and 12 holidays.