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Client Relations Manager for Events

2 months ago

Columbus, Ohio, United States i3 Verticals Management Services, Inc. Full time
Job Overview

POSITION TITLE: Events Account Manager

DEPARTMENT: PaySchools Operations

REPORTS TO: Support Manager

SUPERVISORY ROLE: Individual Contributor

WORK LOCATION: Remote or Canton, OH Office

POSITION SUMMARY

The Events Account Manager plays a pivotal role within the Events product line, which is integral to the Education sector. This position primarily focuses on providing support to users of the Local Level Events/PaySchools Events software solution. Responsibilities encompass both purchaser and organizational support. The Account Manager is tasked with overseeing all client accounts, fostering enduring relationships, and identifying future growth opportunities. A background in software support or relevant industry experience is essential.

EDUCATION & EXPERIENCE REQUIREMENTS

A high school diploma or GED is mandatory. A Bachelor's degree from an accredited institution is preferred.

KEY RESPONSIBILITIES

  • Onboard new merchants into the system.
  • Develop new events, modify existing ones, and educate customers on self-management of events.
  • Set and manage customer expectations regarding event readiness and communicate system issues promptly.
  • Report any customer-identified system issues to the development team for resolution.
  • Handle refund requests from purchasers.
  • Address purchaser inquiries, including order revisions, assistance with the ordering process, and cancellations/refunds.
  • Conduct weekly meetings with the product owner to discuss concerns and provide updates.
  • Offer support during customer events, including evenings and weekends.
  • Deliver exceptional support quality to customers, adopting a customer-first approach.
  • Provide email and phone support for the Events product to clients, ensuring high availability for timely responses.
  • Utilize various communication methods to investigate and resolve customer issues.
  • Identify the root causes of customer issues or performance challenges.
  • Assess ongoing support issues and propose preventative strategies.
  • Create and maintain documentation to facilitate future problem-solving.
  • Achieve Subject Matter Expert (SME) status on the product.
  • Conduct training sessions and provide live support.
  • Perform additional tasks as assigned by the Support Manager.

DESIRED SKILLS

  • Strong written and verbal communication skills.
  • Highly organized and detail-oriented.
  • Exceptional customer service abilities.
  • Proficient in computer use and familiar with Microsoft Office.
  • Positive attitude and eagerness to learn.
  • Contribute to a collaborative team environment.

POSITION HIGHLIGHTS

This role is crucial in providing support for our Events solutions to clients, emphasizing user assistance. Building strong relationships with customers is vital to this position, which requires a friendly, professional, and courteous demeanor to ensure a positive customer experience.