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  Client Services, Tier 1 - Toronto, ON
Industry: Music - Stage Job Posted: 9/11/2019
Location: International Job Status: Full Time
Experience Level: TBD

Job Description:

We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Why you should work with us:

Our biggest investment is in people like you! We offer comprehensive health benefits and an RSP matching program, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help you thrive. At Ticketmaster you can expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

The Role:

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 in Toronto. Our client services team owns the client relationship from sign up to event production and onsite operations, and is the voice of the client for our product team. 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.

What your day would look like:

• Engage with customers to resolve issues and requests with strong customer empathy
• Advocate for the customer 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
• Assist with product testing of new features and platform upgrades/fixes
• Identify process optimizations and improvements to customer success flows to improve the support experience
• Working closely with the Sales and Product teams to ensure customer needs are met and clearly communicating roadblocks to the team
• Actively communicating product updates and relevant features to your customers, setting expectations and managing their experience

What we’re looking for:

• Extremely organized with an ability to multitask and meet deadlines
• Outstanding communication (written and oral), presentation/demonstration, and client interaction skills
• Energetic, motivated self-starter with a track record of meeting and exceeding goals through creativity and relationship building
• Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoy connecting with new people
• Experience developing, delivering and executing customer adoption plans
• 2+ years experience in a customer facing role; customer success, customer service, sales, or similar
• 1-2 years direct customer engagement experience, ideally within a customer success team
• Strong understanding of technology as well as how to efficiently use it to best help our clients
• Highly motivated, resourceful, and results-oriented to achieve goals
• Position requires significant flexibility in hours of work, with regular working hours Wednesday-Sunday

You should work at Universe, a division of Ticketmaster:

• You are an independent, fast-learning, self-starter who takes ownership over solving hard problems
• You’re energetic, passionate, and driven
• Enjoy working as part of a team

Here's why you'll love working at Universe, a division of Ticketmaster:

• You'll be at the helm of your own career, shaping it with your own innovative contributions to a growing team and product
• You'll enjoy the culture and perks of a startup, with the stability of a fortune 500 company, including:
• Competitive benefits package including coverage for health, dental, vision & more with RRSP matching
• 4 weeks vacation (two weeks during the Christmas holidays and two weeks of your choice)
• A friendly office culture that supports a healthy work-life balance
• A supportive learning culture including weekly snack and learns, access to online learning subscriptions, professional development reimbursements and more
• Two annual tickets to a Ticketmaster event of your choice, unlimited access to amphitheatre shows in North America for you and a friend and more event perks



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