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Client Support Senior Manager

Patron Technology

This is a Full-time position in Phoenix, AZ posted October 23, 2021.

Patron Technology is a remote-friendly company.

This position is open to any candidate in North America.
WHO WE ARE:
Patron Technology empowers event organizers to take control of their entire event experience with our technology solutions.

Using our powerful ticketing, experiential marketing, mobile apps, and cashless products, organizers transform how audiences experience their events, drive nonstop engagement, and reach new audiences around the world.

That’s why iconic brands like New York Comic Con, Coachella, Candytopia, the National Hockey League (NHL), and Dreamforce use our suite of integrated event technology to power their events.
We are a diverse team of event goers and experts that are passionate about helping our clients transform how attendees experience their events.

We thrive in a collaborative, fast-paced environment that rewards innovation and creative thinking.

Our employees are located around the world in the United States, Canada, Europe, and Australia.
AS A CLIENT SUPPORT MANAGER YOU WILL:

Supervise, manage, and mentor in-office and remote Client Support Representatives and contractors
Be an expert in two or more Patron Technology products.

Be familiar with all Patron Technology products.

Understand product integrations
Ensure Client Support phone, chat, and email queues are properly staffed
Respond to Client requests by phone, chat, and email when necessary
Provide escalation support to Client Support Representatives
Serve as Client Support Lead/Backup for after hours emergencies and escalations
Monitor and analyze client support KPIs
Collaborate with Product and Engineering to track bugs and feature requests, and to QA new features
Collaborate with Product Marketing to train Clients on new features
Support Account Managers and Client Implementation Managers with event builds, app QA, and client requests
Travel onsite to events as needed; represent Patron Technology and all its products when on site
Be an expert in and champion of Patron Technology’s shared tools, such as our CRM, Phone, and Project Management Tracking systems
Contribute to Patron Technology’s shared knowledge base
Develop, document, and share creative solutions with Client Implementation team and Sales Engineers
Collaborate with Project Management on organizational initiatives
Manage on-call coverage and schedule for associated product support

EXPERIENCE & SKILLS:

5+ years experience in client support for a software-based company
5+ years experience in the live event industry
2+ years experience managing others
Exceptional written and verbal communication skills
Superior client-facing and people management skills
Stellar organizational, time-management, and prioritization skills
Be willing and able to travel to support events during busy parts of the year, including weekends and some holidays

BONUS POINTS:
Experience with a CRM; Salesforce experience
Spanish and/or French language skills a plus

BENEFITS:
We offer medical, dental, vision, generous PTO, 401 K Savings plan, paid parental leave (following 12 months of continuous employment), and more.
LEARN MORE:
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