Job Summary:
CLIENT DEVELOPMENT DIRECTORLocation: Preference for candidate to be based in a major city on the West Coast such as Phoenix, Las Vegas, Salt Lake City, Denver, San Francisco, Seattle, etc.
Division: Ticketmaster
Line Manager: EVP, Head of Sports
Contract Terms: Permanent, Full-Time, 40 hours per week
THE TEAMThe Client Development team uses flexibility, creative thinking, organizational skills, and relationship building to work with our clients on our products, vision, and industry needs. This team of leaders, strategists and collaborators must always balance the unique best interests of our clients with Live Nation Entertainment's vision and priorities. This team is client first and always ready to have the tough (and easy) conversations! We are part of the North American Client Development organization, working with Ticketmaster's Global Marketplace organization, which sells over 500 million tickets each year across professional and college sports, theatre, arts, and concerts.
THE JOBThe Client Development Director (CDD) will focus exclusively on our client accounts, concentrating on the needs of clients within the TM Sports segment. This position will be responsible for managing, supporting and servicing the account related needs of any assigned set of clients in addition to sourcing and securing new business.
WHAT YOU WILL BE DOING- Operate as the voice of the customer internally by working with other Ticketmaster business leaders to provide incredible client experiences and outcomes
- Direct and collaborate on the development of an account management blueprint, ensuring maximization of revenue and renewals within our client base.
- Develop and implement strategies to upsell existing clients on products, programs, or services that drive ticket sales and revenue for your segment; track, monitor, and adjust plans to maximize results.
- Develop, share, and implement best practices for assigned market segments.
- Forecast clients' tickets & revenue contribution to the segment's annual business plan by developing client level business plans, including account strategy, profitability analysis, and program projections.
- Complete ad hoc sales operations support as requested.
- Monitor service levels provided by support teams to ensure SLA's are being met.
- Coach and collaborate with others on client support, marketing, and account management teams to ensure effective, consistent communication of Ticketmaster's capabilities, services, and relevant offerings for our clients.
- Responsible for retention of all clients within assigned portfolio, ensuring maximum margin levels through the renewal engagement.
- Comprehensively collaborate with a cross-functional team, providing distinct support functions to clients, ultimately maximizing client satisfaction scores.
- Identify new business opportunities, directing the client acquisition process against a set of annual sales goals.
- Proactively conduct strategic account reviews with all assigned clients on a regular basis to review service needs and sales trends. Identify products and pricing that meet client needs and business objectives.
- Development relationships with key system and product users providing product team with client feedback on product enhancements.
- Assist in the identification of opportunities for new products and enhancements for development of existing products.
- Address client concerns and ensure for the resolution of issues in a timely manner, with follow-up when appropriate.
- Deliver ongoing market analysis and assessment of competitors and market intelligence with a focus on the future and value creation.
- Maintain company's contact management database (Salesforce) with accurate, up-to-date contact and account details.
- Monitor and report on the activities of competitors and potential collaborators identifying new business opportunities and threats.
- Coordinate responses of RFP's.
- Retain accounts through the development of strong relationships with key decision makers and users within an organization.
- Responsible for TM1 Marketing product adoption and managing its local nuances.
- 35%-50% travel required
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)- Minimum 10-12 years' experience in the live entertainment industry with a strong focus on account management and account development
- BA/BS or College diploma in Business, Marketing or related field and/or equivalent work-related experience.
- Experience with live event ticketing or real-time inventory management systems preferred.
- Strong presentation and project management skills.
- Proven track record of exceeding sales targets.
- Experience leading change in a complex matrix-oriented organization with strong emphasis on team development.
- High level knowledge of digital media and industry trends.
- Strong competence in Microsoft Word, Excel, and PowerPoint.
- Experience in the live entertainment industry, especially with a major league sports team and major market venue is highly desirable.
- AI skills and understanding highly desirable.
- Strong understanding of technology-enable products, software platforms, APIs, integrations and data driven solutions for complex consultative sales cycles.
- Experience creating and delivering client presentations
YOU (BEHAVIORAL SKILLS)- Analytical and strategic thinking
- Excellent customer service, communication, and consulting skills.
BENEFITS & PERKSThrough our 'Taking Care of Our Own' program, we provide benefits across six key pillars:
- HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
- YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
- WEALTH: 401(k) program with company match, stock reimbursement program
- FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
- CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
- OTHERS: Volunteer time off, crowdfunding match
