Ticketing Services Manager (hybrid - New York Tri - state Area)

About The Role

The Ticketing Services Manager helps ensure clients receive exceptional service. This role is responsible for handling and resolving client queries, developing strategies for improving Ticketing Services, training other Ticketing Services staff, and maintaining business relationships with existing clients.

This position will help bring new clients on board and implement new client installations, including hardware such as printers, scanners, and payment terminals. They are also responsible for maintaining close collaboration with Product, Engineering, and Sales teams to resolve issues and communicate product updates.

This position reports directly to the Director, Ticketing Services.

This position is full-time and hybrid. Although this is largely a remote role, there will be times where you will be expected to come into the office. Candidates must be located in the NY Tri-State area within one of the following states: Connecticut, New Jersey, New York. Candidates should have the ability to work flexible hours, including evenings, weekends, and holidays, to support client events, with participation in an on-call rotation for urgent issues. Candidates may also be required to travel.

About You

• You are passionate about delivering exceptional client service and thrive in a role where building relationships is just as important as solving problems.
• You bring proven experience in client management or customer support, with a knack for troubleshooting issues and guiding clients through complex systems.
• You are highly organized, detail-oriented, and comfortable juggling multiple priorities in a fast-paced environment.
• You are a collaborative worker who enjoys coaching others and working cross-functionally with Product, Engineering, and Sales to ensure client success.

What You'll Do

• Adopt and execute the company's client management processes and functions.
• Provide leadership to the Ticketing Services team, ensuring customer success and growth objectives align with overall business goals.
• Serve as a primary support resource for clients, answering questions and providing information about TixTrack's Nliven and TixTrack Pro products.
• Log, track, and respond to high-level client support calls and emails in a timely and professional manner.
• Assist with escalated issues arising from system bugs and functionality problems.
• Troubleshoot escalated issues related to system bugs or functionality concerns, escalating to the Product department when fixes require prioritization in a sprint.
• Collaborate with other departments to escalate and resolve client needs quickly and effectively.
• Build and maintain strong client relationships by proactively checking in, following up on active items, and addressing potential concerns.
• Identify potential Ticketing Services concerns and take proactive measures to address them.
• Support new client installations, including the specification, configuration, and setup of ticketing hardware (printers, scanners, payment terminals).
• Help successfully onboard and train new clients on the Nliven and TixTrack Professional systems.
• Create and develop new seating maps for clients, as necessary, and assist with large on-sales.
• Support ongoing set-up, configuration, and monitoring of venues, productions, and promotions on behalf of TixTrack's clients.
• Maintain a comprehensive working knowledge of TixTrack's Nliven and TixTrack Pro products including all new software updates that are released.
• Partner with Sales and Customer Success teams to ensure clients are aware of new features and enhancements. Provide occasional input and feedback into the further development and enhancement of TixTrack's product range.

What You'll Bring

Minimum Requirements- Bachelor's degree in Business or a related field.- 5+ years of proven client relationship management or customer service experience.- 2+ years of experience in ticketing preferred- Familiarity with ticketing hardware (e.g., Boca printers, scanners, terminal payment devices) preferred.- Knowledge of HTML, custom CSS, or Google Analytics/Tag Manager is a plus.- Ability to work flexible hours, including evenings, weekends, and holidays, to support client events, with participation in an on-call rotation for urgent issues.

Essential Skills- High service orientation with a focus on supporting internal and external stakeholders.- Self-motivated and resourceful, able to work independently while managing multiple priorities.- Excellent oral and written communication skills.- Strong interpersonal, analytical, decision-making, and problem-solving abilities.- Exceptional attention to detail with strong organizational and time management skills.- Effective leadership and team management skills.

Tools You'll Use

• Google Suite
• Microsoft Office
• Slack
• Zendesk
• Atlassian Suite
• Tableau
• Stripe

What We Value

Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.

Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.

Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.

Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.

How We Work

Radical Curiosity - We Stay Hungry - We approach each day with curiosity and accountability; learning, engaging fully, questioning assumptions, connecting our work to the bigger picture, and always keeping the customer at the center.

Embrace Change - We Own Outcomes Together - We succeed by holding ourselves accountable, collaborating deeply across teams, embracing change, and continuously improving together.

Seek Solutions - We Continuously Innovate Together - We focus on solutions and client value by acting decisively, prioritizing what matters most, and turning ideas into results through rapid, iterative action.

Empathy - We Grow Together - We listen deeply to our customers and to each other, using data, empathy, and mutual respect to grow stronger together.

Transform - We Raise The Bar - We set high standards, honor our commitments, and move forward every day with a success mindset, driving continuous improvement and quality for our customers.

Our Commitment to Diversity

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.

What We Offer

• Base annual salary range of $55,000 - $85,000, commensurate with experience.
• Annual bonus based on performance and company success
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Paid parental leave
• Learning & development opportunities
• Flexible scheduling
• Up to $300 reimbursement for initial equipment to set up hybrid work environment
• Generous PTO and holiday schedule
• Hybrid work environment