Client Solutions Specialist

Position Overview:

As a Client Solutions Specialist, you will be the primary contact for all aspects of account service and development for a portfolio of key clients. The role is administrative in nature, building and connecting products from the supplier's ticketing system, through to mapping for the distributors to connect and sell. There is a requirement for analytical troubleshooting and skillful communication with both suppliers and distribution partners.

As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and analytical problem-solving abilities, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who have a background in tech functions/ tech organizations, are patient, are team players, with global exposure, and love helping others. 

Location: United States; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US, at one of our office locations in the US, or a hybrid version of in-office and remote. 

Reports to: Operations Manager, Distribution

Travel Requirements: Up to 30%

What you'll be working on:

• Deliver exceptional customer service to our Live Entertainment clients, who use our central distribution technology APIs, product and services.
• Maintain and build outstanding lines of communication with our clients and our people internally.
• Resolving service desk tickets to agreed SLA’s and to the client’s satisfaction.
• Taking complete ownership of service desk tickets.
• Manage, maintain and administer the preparation, configuration, loading, and testing of new products and offers for sale across all relevant distribution and retail channels including online purchases, and purchases using mobile platforms.
• Assist with diagnosing and troubleshooting complex technical and client service issues.
• Provide both standard reports at the point of product set up and ad hoc reporting in line with client requests
• Effectively communicate progress and project status updates to clients and client services team members.
• Perform testing on all new product during initial set up and after any changes.
• Be responsible for peer review on all levels of set up to identify any challenges, work with peers to resolution.
• Ability to work alone as an individual, owning each step of the process to ensure delivery of clients' requirements.

What you bring to the role:

• Strong verbal and written communication skills.
• Reliable, adaptable, analytical, flexible and common-sense approach.
• Ability to work well within a team environment are essential.
• Ability to build and maintain robust relationship with ALL teams within the company and to communicate at all levels.
• Exceptional organizational skills with attention to detail and the ability to prioritize tasks.
• Ability to facilitate daily responsibilities with little to no direction.
• Candidates must have the flexibility to work extended hours and resolve client needs after hours, weekends, and holidays as needed.
• An affinity for problem solving, an innovative ‘think outside the box’ approach and able to provide second line advice for other team members.
• Outstanding general computer skills including Microsoft suite of products and Outlook are required. Candidates with a general familiarity with web-based technology including database structure and SQL are preferred.
• Familiar with task management tools such as Jira, or similar.

⭐ Bonus points if you have:

• Bachelor’s degree in business, Technology or a related field is a distinct advantage.
• Previous eCommerce, ticketing, or guest-facing service industry experience.
• Previous theme park, theatre, live entertainment, sporting or leisure industry experience.

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.

Perks & Benefits:

• Competitive compensation package, because your hard work deserves recognition; 
• 4-week Paid Time Off for the first 3 years, with increasing accrual afterward – so you can go “OOO” and take that vacation you’ve been dreaming of 😎; 
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy. 
• Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶; 
• Take advantage of our 6-week paid Parental Leave to focus on what matters most during significant family moments; 
• Extend your care to your pets 🐾 with our group pet insurance options – because furry family members matter too! 
• Choice of four medical insurance plans, including two employer-contributed HSA options and a $0 Teladoc copay. Your health, your choice; 
• Benefit from employer-paid short & long-term disability and life insurance, as well as a matching 401K for a secure financial future; 
• Gain unlimited access to Udemy for Business to support ongoing learning and career development; 
• Prioritize mental well-being with resources like the Calm app, our robust EAP program, and Teledoc Mental Health services; 
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰.