Account Manager, Ticketing

1 month ago

Salt Lake, Utah, United States teamworkonline Full time

This account manager role will build and strengthen authentic relationships with the season ticket member account base through ongoing communication touchpoints (in-person, phone, text, and email) and the creation and implementation of individualized service plans; which will ultimately lead the season ticket member to renew their tickets each year

DUTIES AND RESPONSIBILITIES:

  • Deliver service that is personal, creative, and timely.
  • Assist in renewal, upgrade, and add-on processes for assigned accounts to meet and exceed individual, departmental, and organizational goals.
  • Field, resolve, and document various client requests and concerns utilizing the highest standard of customer service.
  • Demonstrate a positive attitude, and support company initiatives with peers and customers.
  • Adopts change while demonstrating tenacity and resilience.
  • Assist in the development and implementation of customized programs, benefits, and events for the season ticket account base, including working at Smith Entertainment Group events and Delta Center events
  • Support the broader sales, member experience, and marketing functions and objectives of the organization
  • Maintain detailed records in CRM to support service and sales efforts as defined by the organization
  • Work closely with team and arena departments (i.e., food and beverage, parking, facility operations, ticket sales, game operations, marketing, and corporate partnership) to ensure premier entertainment experiences for the season ticket account base and other guests.
  • Achieve touchpoint, customer satisfaction surveys, and other engagement metrics that are established
  • Exemplify the Smith Entertainment Group values and standards.
  • Protect the legal, financial, and moral well-being of the company.
  • Other duties as assigned.

COMPETENCIES:

  • Establishes and builds strong customer relationships, delivering customer-centric solutions that are extraordinary and creative.
  • Works reciprocally with teammates and others across the organization to meet shared objectives.
  • Takes action by taking on new opportunities and rough challenges with a sense of urgency, high energy, and enthusiasm.
  • Handles conflict situations effectively, seeing them as opportunities to create service solutions.
  • Demonstrates self-awareness, using a combination of feedback and reflection to understand strengths and weaknesses while actively seeking to improve them.

QUALIFICATIONS:

  • Bachelor's degree or equivalent training and experience.
  • Minimum of 2 – 5+ years of career experience in account management, customer service, or hospitality industry preferred.
  • Shown ability to establish rapport with colleagues and build strong social relationships.
  • Needs to be a great teammate who is detail-oriented, self-motivated, flexible, energetic, outgoing, and resilient.
  • Possess good communication skills and the ability to effectively handle conflict management.
  • Be analytical and possess creative problem-solving and decision-making skills. Ability to organize and prioritize workload in a fast-paced environment.
  • Strong technology skills; proficient in Microsoft applications: Word, Excel, Access, and Outlook. Knowledge of inventory management software, CRM, and Salesforce is a plus.
  • Able to work a flexible schedule when required; Availability and willingness to work extended hours, including nights and weekends, and be on-call as necessary

PHYSICAL DEMANDS:

  • This person must be able to communicate and express themselves both written and verbally.
  • This person must be able to observe, inspect, estimate, and assess.
  • This person must be able to sit, stand, bend, walk, and climb stairs for long periods of time.
  • This person must be able to lift 20 lbs.

Utah Jazz provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Note: The need may arise to revise, supplement, or rescind portions of this job description, and the Utah Jazz reserves the right to do so at any time. Employees shall be required to meet the qualifications and perform the duties of any revised job description.

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