Partner Services Manager
About the role
Project Admission is a live entertainment solutions platform that works directly with the industry to expand ticket distribution. Our platform provides unique monetization features and opportunities across the life of the ticket, adding value and simplifying the commercialization of live events. Tickets managed through Project Admission are easy to use, secure, and improve the ticketing experience for fans, teams, venues, and ticketing companies alike.
The Partner Services Manager will work cross-functionally with the Product, Partner Services, and Business Development teams to deliver a positive experience for Project Admission partners and their fans. This includes helping with software configuration, coordinating onsale activities ahead of time, handling customer service inquiries, and being a go-to resource for client services operations. The Partner Services Manager will work with the rest of the team to manage client relationships and make sure partners are onboarded, configured, and getting the most out of the product over time. This person will run the execution of client onboarding, serve as the main contact for troubleshooting and support, collect client feedback, and help bring new product features to market. This role is based in the Mountain or Pacific time zone so we can cover West Coast partners, fans, and events in real time.
Responsibilities
- Work with the Partner Services and Business Development teams to onboard partners and optimize their use of the Project Admission platform
- Provide responsive, high-quality customer service to partners and fans, including managing support inquiries, resolving ticketing and account issues, and ensuring timely follow-up
- Collaborate with partners on system delivery and configuration, identify needs and solutions, and advise on processes and best practices
- Work with other departments to make sure partners adopt new features and product updates
- Advise partners on the best practices and features that will help them meet their business goals
- Troubleshoot client issues and work across departments toward resolution and prevention, escalating as needed
- Track recurring customer service issues and share trends with Product to reduce future support volume
- Gather and manage client feedback, and work with Partner Services and Business Development to prioritize and shape new features and improvements
- Keep client relationships strong by monitoring support service levels, meeting or exceeding them where possible, and making sure partners know about all help resources and self-service tools
Requirements
- Must be based in the Mountain or Pacific time zone
- 3+ years of event ticketing experience in an operational, box office, or other role that uses ticketing software
- Experience working at a technology or software company, or closely with product and engineering teams. You're comfortable learning, configuring, and explaining software platforms, and prior tech-company experience is strongly preferred.
- Past experience in customer service, client services, or a partnership-facing role
- Ability to talk with both partners and engineers, understand business goals, and deliver the desired results
- Strong organizational skills and attention to detail
- Quick to learn new technology, and eager to share that knowledge with others
- Excellent written communication and interpersonal skills
- Strong critical thinking and problem-solving skills
- Comfortable on a small, entrepreneurial team where you'll wear many hats
Qualifications
- A passion for the live entertainment industry and the fans who experience it
- Experience with help desk or ticketing support tools (e.g., Zendesk, Intercom, HubSpot Service Hub)
- Experience with software integrations and documentation
- Experience with Linear or other product management software