Client Services Consultant
Tickets.com is a privately held subsidiary of MLB Advanced Media, LP, the interactive media and Internet division of Major League Baseball.
At Tickets.com, we're a passionate bunch of people, driven by a relentless pursuit of innovation. Our mission is to deliver world-class ticketing products and services that provide value to our clients and partners, with profitability to our stakeholders.
We're headquartered in beautiful Orange County, California, with offices in the state of New York, across Europe, and in New South Wales, Australia. We enjoy a fun and casual work atmosphere, and we pride ourselves on working hard to deliver quality results.
We are seeking a Client Services Consultant who will serve as both a product and an industry subject matter expert, responsible for working with prospective and existing clients to support the installation, configuration and use of the Tickets.com product suite and the technologies that support them across internal functional teams.
The Client Services Consultant will work closely with clients to develop and implement best practices for their markets and manages the consulting process for each engagement, serving as a resource to the client and internal teams throughout a client's implementation. The Client Services Consultant will be responsible for all aspects of a consulting engagement, including on and off-site product and operational consulting, product gap analyses, determining and defining the scope of any related data migration or conversion efforts and working with the Training team to develop a client-centric, engagement-specific training plan.
The Client Services Consultant will work closely with the Business Development, Product Management and Product Marketing teams to support pre and post-sale initiatives. The Client Services Consultant will work closely with the Project Management (PMO), Training and Configuration Management teams, leveraging other departments and resources, as necessary, to ensure the client's success.
The Client Services Consultant will develop relationships with a variety of people from all levels in the client's organization, acting as a key, high-profile contact with the client.
Essential Functions:
Work closely with clients and across internal teams to ensure optimal delivery of all client servicing needs.
Prepare and maintain consulting materials and contribute to the consulting knowledgebase.
Work closely with clients, across functional teams, to conduct a comprehensive operational assessment, as required, to support implementation and professional services initiatives.
Map Client Services process requirements to standard application functionality and identify gaps that must be addressed to fully meet Client Service needs.
Work closely with clients and across internal functional teams to perform and document a detailed product gap analysis, including workarounds to known issues and alternate solutions, as required, to support implementation and professional services initiatives.
Document enhancement requests and defects; prepare and submit case reports to the appropriate internal teams.
Document client engagements and submit related trip reports, expense reports and time tracking data as needed and in a timely manner.
Analyze and seek to understand client needs, manage client expectations, coach the client and contribute to the development of client skills.
Manage client expectations, resolve potential conflicts, and ensure successful product implementations and migrations.
Work closely with the PMO and Business Development teams, as required, to define the Statement of Work for each implementation or professional services engagement.
Work closely with clients and across internal functional teams to document product configuration(s) based on the operational assessment, gap analysis and best practices, as required, to support implementation and professional services initiatives.
Work closely with clients and across internal functional teams, as required, to develop a data migration and/or conversion approach and define and document the scope and nature of said work.
Work closely with clients and across internal functional teams, as required, to develop technical specifications required for conversion from, and integration with, existing architectures.
Plan scope of the project; contribute to the allocation of work between the client and Tickets.com and proactively solicit feedback from the client.
Conduct or contribute to project reviews and perform post-implementation follow-up with key clients as needed.
Assist in the client's transition to support team(s) and serve as a post-implementation resource to provide Client Services context, as needed.
Participate in product requirement and test initiatives, as needed.
Participate in product training and triage sessions, as needed.
Attend training sessions, workshops, seminars, conferences and trade shows relevant to the ticketing industry, as needed.
Contribute to the development of Tickets.com staff through application training and mentoring.
Provide additional support and serve as a point of escalation for Tickets.com operations support personnel, as needed.
Provide pre-sales and engagement technical support directly to clients, as needed.
Manage personal travel and coordinate travel across internal functional teams to ensure cost containment.
Assist Business Development and Training efforts, as needed.
Requirements:
Minimum 5 years of ticketing experience with documented progressive responsibilities.
Bachelor's degree or equivalent work experience in Client Services Administration, Organizational Management, Information Technology, Sports Management, Performing Arts or other related functions.
Strong technical aptitude and skill sets, as demonstrated by prior work experience.
The ability to develop clear and concise functional and technical specifications.
The ability to resolve complex application issues.
Strong presentation, written and oral communication skills as well as strong organizational skills and attention to detail.
Strong interpersonal skills, including the ability to effectively work with clients, the public and coworkers; experience working with cross-functional teams.
Ability to deal professionally, courteously and tactfully with clients, the public and coworkers.
Must be adaptable and be comfortable in a dynamic, fast-paced environment. Able to work with multiple projects and balance multiple priorities and deadlines.
High level of self-direction and motivation, including the ability to manage and motivate others.
Microsoft Office suite proficiency; SharePoint skills highly desirable.
Remote evening and weekend work as reuired including having high speed home internet access.
Willingness to travel up to 50% or as necessitated by client demands.
Tickets.com is an Equal Opportunity Employer.
Apply for this position
Click here to see all of our employment opportunities.
Contact the TeamWorkOnline webmaster / FAQ
TeamWorkOnline Privacy Policy (popup window)
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
At Tickets.com, we're a passionate bunch of people, driven by a relentless pursuit of innovation. Our mission is to deliver world-class ticketing products and services that provide value to our clients and partners, with profitability to our stakeholders.
We're headquartered in beautiful Orange County, California, with offices in the state of New York, across Europe, and in New South Wales, Australia. We enjoy a fun and casual work atmosphere, and we pride ourselves on working hard to deliver quality results.
We are seeking a Client Services Consultant who will serve as both a product and an industry subject matter expert, responsible for working with prospective and existing clients to support the installation, configuration and use of the Tickets.com product suite and the technologies that support them across internal functional teams.
The Client Services Consultant will work closely with clients to develop and implement best practices for their markets and manages the consulting process for each engagement, serving as a resource to the client and internal teams throughout a client's implementation. The Client Services Consultant will be responsible for all aspects of a consulting engagement, including on and off-site product and operational consulting, product gap analyses, determining and defining the scope of any related data migration or conversion efforts and working with the Training team to develop a client-centric, engagement-specific training plan.
The Client Services Consultant will work closely with the Business Development, Product Management and Product Marketing teams to support pre and post-sale initiatives. The Client Services Consultant will work closely with the Project Management (PMO), Training and Configuration Management teams, leveraging other departments and resources, as necessary, to ensure the client's success.
The Client Services Consultant will develop relationships with a variety of people from all levels in the client's organization, acting as a key, high-profile contact with the client.
Essential Functions:
Work closely with clients and across internal teams to ensure optimal delivery of all client servicing needs.
Prepare and maintain consulting materials and contribute to the consulting knowledgebase.
Work closely with clients, across functional teams, to conduct a comprehensive operational assessment, as required, to support implementation and professional services initiatives.
Map Client Services process requirements to standard application functionality and identify gaps that must be addressed to fully meet Client Service needs.
Work closely with clients and across internal functional teams to perform and document a detailed product gap analysis, including workarounds to known issues and alternate solutions, as required, to support implementation and professional services initiatives.
Document enhancement requests and defects; prepare and submit case reports to the appropriate internal teams.
Document client engagements and submit related trip reports, expense reports and time tracking data as needed and in a timely manner.
Analyze and seek to understand client needs, manage client expectations, coach the client and contribute to the development of client skills.
Manage client expectations, resolve potential conflicts, and ensure successful product implementations and migrations.
Work closely with the PMO and Business Development teams, as required, to define the Statement of Work for each implementation or professional services engagement.
Work closely with clients and across internal functional teams to document product configuration(s) based on the operational assessment, gap analysis and best practices, as required, to support implementation and professional services initiatives.
Work closely with clients and across internal functional teams, as required, to develop a data migration and/or conversion approach and define and document the scope and nature of said work.
Work closely with clients and across internal functional teams, as required, to develop technical specifications required for conversion from, and integration with, existing architectures.
Plan scope of the project; contribute to the allocation of work between the client and Tickets.com and proactively solicit feedback from the client.
Conduct or contribute to project reviews and perform post-implementation follow-up with key clients as needed.
Assist in the client's transition to support team(s) and serve as a post-implementation resource to provide Client Services context, as needed.
Participate in product requirement and test initiatives, as needed.
Participate in product training and triage sessions, as needed.
Attend training sessions, workshops, seminars, conferences and trade shows relevant to the ticketing industry, as needed.
Contribute to the development of Tickets.com staff through application training and mentoring.
Provide additional support and serve as a point of escalation for Tickets.com operations support personnel, as needed.
Provide pre-sales and engagement technical support directly to clients, as needed.
Manage personal travel and coordinate travel across internal functional teams to ensure cost containment.
Assist Business Development and Training efforts, as needed.
Requirements:
Minimum 5 years of ticketing experience with documented progressive responsibilities.
Bachelor's degree or equivalent work experience in Client Services Administration, Organizational Management, Information Technology, Sports Management, Performing Arts or other related functions.
Strong technical aptitude and skill sets, as demonstrated by prior work experience.
The ability to develop clear and concise functional and technical specifications.
The ability to resolve complex application issues.
Strong presentation, written and oral communication skills as well as strong organizational skills and attention to detail.
Strong interpersonal skills, including the ability to effectively work with clients, the public and coworkers; experience working with cross-functional teams.
Ability to deal professionally, courteously and tactfully with clients, the public and coworkers.
Must be adaptable and be comfortable in a dynamic, fast-paced environment. Able to work with multiple projects and balance multiple priorities and deadlines.
High level of self-direction and motivation, including the ability to manage and motivate others.
Microsoft Office suite proficiency; SharePoint skills highly desirable.
Remote evening and weekend work as reuired including having high speed home internet access.
Willingness to travel up to 50% or as necessitated by client demands.
Tickets.com is an Equal Opportunity Employer.
Apply for this position
Click here to see all of our employment opportunities.
Contact the TeamWorkOnline webmaster / FAQ
TeamWorkOnline Privacy Policy (popup window)
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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