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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 is a pivotal role within the Events product line, integral to the Education sector. This position primarily focuses on assisting clients utilizing the Local Level Events/PaySchools Events software. The clientele encompasses both buyers and organizations. The Account Manager is tasked with overseeing all client accounts, fostering enduring relationships, and optimizing future business prospects. Candidates should possess software support experience or equivalent industry expertise.

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.
  • Initiate new events, modify existing ones, and provide training to clients on self-management of events.
  • Set and manage client expectations regarding event readiness and communicate updates during system issues.
  • Report any customer-identified system issues to the development team for diagnosis and resolution.
  • Oversee 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 status updates.
  • Offer support during customer events, including nights and weekends.
  • Exhibit exceptional support quality to clients, adhering to 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 client issues.
  • Diagnose root causes of client issues or performance challenges.
  • Assess ongoing support challenges and propose preventative strategies.
  • Create and maintain documentation to facilitate future problem-solving.
  • Achieve Subject Matter Expert (SME) status on the product.
  • Deliver training and live support as needed.
  • Perform additional tasks as assigned by the Support Manager.

DESIRED QUALIFICATIONS

  • Strong written and verbal communication skills.
  • Highly organized.
  • Exceptional customer service skills.
  • Proficient with computers and experienced in Microsoft Office.
  • Positive demeanor and eagerness to learn.
  • Contribute positively to team dynamics.

ROLE DISTINCTIONS

This position is responsible for providing support for our Events solutions to clients, which includes assisting users from their perspective. Building robust relationships with clients is crucial in this role. A friendly, professional, and courteous demeanor is essential to ensure a positive client experience.