Entertainment Client Support Manager

1 week ago

Las Vegas, United States TAIT Towers Full time
Job DescriptionJob Description

Summary

Entertainment Client Support Managers provide courteous, professional, prompt, exceptional service, and support to TAIT's diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns. The work involves considerable client contact with an emphasis on providing support tailor-made to the client's system sustainment and vision. Support Managers work with clients on, but are not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.

Essential Functions

  • Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
  • Provide feedback from customers on product quality and features
  • Partnership with the commercial and product teams on client health, needs and future growth
  • Manage and exceed client expectations to agree on clear scope, schedule, and contract.
  • Visit sites and meet with clients to maintain relationships and develop new ones when required.
  • Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
  • Follow global Service & Support policies and procedures.
  • Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.
  • Collaboration with the technical integration teams and project teams in the TAIT organization to help exceed the clients needs.
  • Manage and schedule resources in collaboration with resource management teams.
  • Manage client cashflow and income is realized as quick as possible.
  • Identify, source, and supply spare and replacements parts in partnership with other TAIT departments.
  • Work proactively, taking the initiative where necessary and with minimum supervision
  • Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.
  • Cover and support other Support department members when required
  • Adhere to all company safety policies and procedures. 
  • Attend meetings, seminars, and training sessions as required.  
  • Perform assigned duties according to the policies and expectations prescribed by the company.

Behavioral Competencies

  • Team Leadership: Ability to lead and motivate a team to achieve departmental goals.
  • Communication: Strong communication skills for effective team collaboration and reporting.
  • Problem-Solving: Proficiency in identifying and addressing issues within the team or department.
  • Performance Management: Skill in setting clear performance expectations and providing feedback.
  • Time Management: Effective time and resource management to meet deadlines and objectives.
  • Adaptability: Ability to adapt to changing priorities and work environments.
  • Delegation: Skill in delegating tasks and responsibilities to team members.
  • Conflict Resolution: Managing conflicts within the team and fostering a positive work environment.
  • Decision-Making: Sound decision-making skills within the scope of the team or department.
  • Customer Focus: Ensuring products or services meet customer needs and expectations

Qualifications

  • 5+ years experience working in technical or production management, preferably in the entertainment industry.
  • Education: High School diploma/ GED equivalency required; bachelor's degree preferred
  • Solid customer support/service experience with a customer-first mindset focused on efficiency and customer satisfaction
  • Strong leadership and management skills
  • Working knowledge and understanding of the entertainment industry and technical systems.
  • Plans, organizes, schedules and budgets in a productive manner.
  • Proficient in written and verbal communication skills with a level of honesty and integrity
  • Experience planning projects with complex logistics and hard deadlines
  • A teamwork-driven approach to problem-solving
  • Demonstrates ability to quickly and proficiently understand and absorb new skills and information
  • Excitement and passion for their work; has a "can-do" attitude
  • Strong willingness to work hard and sometimes outside of normal business hours to get the job done.
  • Comfortable providing feedback from customers on product quality and features to internal stakeholders
  • Familiarity with Enterprise Resource Planning (ERP) system (e.g. Epicore) and customer service ticketing service platform(s) (e.g. Zendesk)
  • Proficiency in MS Office Suite

Working Conditions and Physical Effort
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the
employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities
required by this job include close vision, color vision, and peripheral vision. The employee regularly operates a computer, including typing, using a mouse or keyboard, and viewing the screen for extended
periods. While the role does not require regular lifting or physical exertion, there may be occasional onboarding programs or training opportunities that create opportunities for more exposure to physical tasks
or new environments (sites, venues, etc.).


Work conditions of the role are:
• Work conditions may involve moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises.
• Work environment involves some exposure to hazards or physical risks which require following basic safety precautions.
• Must be able to wear and properly utilize appropriate personal protective equipment (PPE) to work within or visit areas where required. This includes, safety glasses, reflective vest, ear plugs, safety toed shoes, and other PPE as required by the location

TAIT Towers is the Market Leader in designing, constructing and delivering world-class solutions for live experiences. Whether it is creating awe-inspiring spectaculars, complex touring stages, theatre engineering solutions, brand activations or cruise ship installations, TAIT delivers world-class solutions for live experiences. With its proprietary entertainment automation platform, custom-made products, and creative engineering, TAIT's innovative offerings continue to advance industry standards and exceed client expectations. As a global network of over 1000 employees, TAIT has worked on projects in over 30 countries, all 7 continents and even outer space. TAIT's diverse group of clients include Taylor Swift, Cirque Du Soleil, The Metropolitan Opera House, NASA, National Geographic, Beyoncé and The Olympics.

TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.

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