Client Services Representative, Live Nation
Entertainment events promoter and producer
Job no longer available
Entertainment events promoter and producer
1001+ employees
Job no longer available
1001+ employees
Company mission
To help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- Minimum of 1+ years’ experience in a customer facing role; customer success, customer service, sales, or similar
- Strong understanding of technology and how to efficiently use it to best help our clients
- Clear and concise verbal and written communication skills; including exceptional spelling and grammar
- Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoying connecting with new people
- Proficient in Microsoft Office suite products
- Experience using Zendesk, Stripe, Sift, and Hyperwallet is a plus
- COVID-19 vaccination will be required for this position, subject to legally entitled accommodations
- Communication – Outstanding oral and written communication skills, with a focus on client interactions and presentations/demonstrations
- Winning Teamwork – Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others
- Results-Oriented – Energetic, highly motivated self-starter with a track record of meeting/exceeding goals through creativity and relationship building, with a knack for being resourceful
- Problem Solving and Innovation – Gathering appropriate perspectives and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker, open to new ideas and concepts
- Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable)
What the job involves
- Our client services team owns the client relationship from sign up to event production and acts as the voice of the client for our product team
- As part of that, they also support the fan journey, fan queries and fan support on behalf of clients
- They are empathetic, active, consultative strategists working to understand customer needs and ensure adoption, helping customers to exceed their goals
- From onboarding to engagement to event strategy, our CSMs are driven by customer success, satisfaction, and adoption
- This position will support Universe, a division within Ticketmaster
- We’re seeking an ambitious, bright, and self-driven individual to join our client services team, with a focus on non-managed client accounts, fan support and operations
- This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team, including product and sales
- Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy
- Advocate for the event hosts and ticket buyers by ensuring their needs are being met and clearly communicate roadblocks to the product and design teams
- Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes
- Identify process optimization and improvements to customer success flows to improve the support experience
- Work closely with the Sales and Product teams to ensure client needs are met and clearly communicating roadblocks to the team
- Monitor client chargeback activity and flag fraudulent trends, and alert respective teams
- Manage priority support hosts to resolve issues and product requests; fulfill Ticketmaster and TicketWeb marketing campaigns and submit equipment requests
- Working Monday to Friday, 9am – 5:30pm with flexibility to attend to urgent client matters outside of normal business hours
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2005, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
- YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
- WEALTH: 401(k) program with company match, Stock Program Reimbursement
- FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
- CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
- OTHERS: Volunteer time off, crowdfunding network
Company HQ
Beverly Hills, CA
Leadership
Michael Rapino
(CEO & President)Michael joined Live Nation Entertainment in 2005 as CEO and President. Previously, he spent 10 years in various Marketing and Entertainment roles at Labatt's Breweries of Canada. He also held several roles at Clear Channel Communications, including CEO and President of Global Music.
Salary benchmarks
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