Job Information
House of Blues Client Development Director, SOC in United States
Job Summary:
CLIENT DEVELOPMENT DIRECTOR, SOC
Location: Remote in the US on PST or EST
Division: Ticketmaster NA
Segment: Stadium, Outdoor & College Sports
Terms: Permanent, full-time, 40 hours per week
THE TEAM
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 a ticketing and technology platform, we’re the dedicated team members who build lasting relationships with our millions of fans one amazing experience at a time. If you’re passionate about the magic of live entertainment like we are, we want to hear from you.
THE JOB
The Client Development team uses flexibility, creative thinking, organizational skills, and relationship building to work with our clients on our products, vision, and industry needs. This team of leaders, strategists and collaborators must always balance the unique best interests of our clients with Live Nation Entertainment’s vision and priorities. This team is client first and always ready to have the tough (and easy) conversations! We are part of the North American Client Development organization, working with Ticketmaster’s Global Marketplace organization, which sells over 500 million tickets each year across professional and college sports, theatre, arts, and concerts.
The Client Development Director (CDD) will focus exclusively on our client accounts, concentrating on the needs of clients within a given segment. The CDD is responsible for managing, supporting, and servicing all aspects of the account related needs of an assigned set of clients in addition to sourcing and securing new business.
WHAT YOU WILL BE DOING
Operate as the voice of the customer internally by working with other Ticketmaster business leaders to provide incredible client experiences and outcomes
Direct and collaborate on the development of an account management blueprint, ensuring maximization of revenue and renewals within our client base.
Develop and implement strategies to upsell existing clients on products, programs, or services that drive ticket sales and revenue for your segment; track, monitor, and adjust plans to maximize results.
Develop, share, and implement best practices for assigned market segments.
Forecast clients’ tickets & revenue contribution to the segment’s annual business plan by developing client level business plans, including account strategy, profitability analysis, and program projections.
Complete ad hoc sales operations support as requested.
Monitor service levels provided by support teams to ensure SLA’s are being met.
Coach and collaborate with others on client support, marketing, and account management teams to ensure effective, consistent communication of Ticketmaster’s capabilities, services, and relevant offerings for our clients.
Responsible for retention of all clients within assigned portfolio, ensuring maximum margin levels through the renewal engagement.
Comprehensively collaborate with a cross-functional team, providing distinct support functions to clients, ultimately maximizing client satisfaction scores.
Identify new business opportunities, directing the client acquisition process against a set of annual sales goals.
Proactively conduct strategic account reviews with all assigned clients on a regular basis to review service needs and sales trends. Identify products and pricing that meet client needs and business objectives.
Development relationships with key system and product users providing product team with client feedback on product enhancements.
Assist in the identification of opportunities for new products and enhancements for development of existing products.
Address client concerns and ensure for the resolution of issues in a timely manner, with follow-up when appropriate.
Deliver ongoing market analysis and assessment of competitors and market intelligence with a focus on the future and value creation.
Maintain company’s contact management database (Salesforce) with accurate, up-to-date contact and account details.
Monitor and report on the activities of competitors and potential collaborators identifying new business opportunities and threats.
Coordinate responses of RFP’s.
Retain accounts through the development of strong relationships with key decision makers and users within an organization.
Responsible for TM1 Marketing product adoption and managing its local nuances.
Other duties, as required.
WHAT YOU NEED TO KNOW
Minimum 5 years’ experience in the live entertainment industry with a strong focus on account management and account development.
BA/BS or College diploma in Business, Marketing or related field and/or equivalent work-related experience.
Excellent customer service, communication, and consulting skills.
Experience with live event ticketing or real-time inventory management systems preferred.
Analytical and strategic thinking.
Strong presentation and project management skills.
Proven track record of exceeding sales targets.
Experience leading change in a complex matrix-oriented organization with strong emphasis on team development.
High level knowledge of digital media and industry trends.
Strong competence in Microsoft Word, Excel, and PowerPoint.
Experience in the live entertainment industry is highly desirable.
Effective communication (both written and verbal) skills.
Experience creating and delivering client presentations.
25%-50% travel required.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about 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.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.
EQUAL EMPLOYMENT OPPORTUNITY
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.
HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
About Us
Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.