Client Support Sr. Manager, PatronManager

Patron Technology is a remote-friendly company. This position is open to any candidate in North America.

WHO WE ARE:

Patron Technology is redefining what it means to be an event creator by empowering organizers to take control of their entire event experience. With our powerful ticketing, engagement, mobile apps, and cashless products fit for any event, creators can transform the attendee experience and become leaders in their industry. That’s why iconic brands like New York Comic Con, Bonnaroo, Candytopia, and the NHL use our ever-evolving solution to drive nonstop engagement, reach expansive audiences, and gain more revenue.

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.

The Senior Client Support Manager oversees the PatronManager Client Support team and collaborates across the organization to deliver on the company's strategy and objectives. The Senior Manager sets team culture and ensures all team members are supported to do their best work.

Sounds interesting? Let’s talk.

AS A CLIENT SUPPORT SR. MANAGER, YOU WILL:

• Cultivate a respectful, curious, agile and collaborative team culture that strives to for high performance 
• Supervise, manage, and mentor in-office and remote Client Support Representatives
• Be a PatronManager product expert and be familiar with all Patron Technology products. 
• Monitor client trends and pipeline to ensure the team is adequately staffed to support client support requests
• Manage on-call coverage and team schedule to provide consistent support for clients
• Respond to Client requests by phone, chat, and email when necessary
• Provide escalation support to Client Support Representatives and other internal teams
• Streamline emergency incident handling through readiness of the CS team as a whole
• Monitor and analyze client support KPIs
• Responsible for the PatronManager Client Community, including the design and functionality, its role within the Support Team operations and client experience, as well as its use for other teams and stakeholders
• Collaborate with Product and Engineering to track bugs and feature requests and to QA new features
• Lead the management of the documentation request process and fulfillment
• Develop, document, and share creative solutions with stakeholders across the organization
• Travel to assist with client visits as needed

EXPERIENCE & SKILLS:

• 5+ years experience in client support for a software-based company
• 5+ years experience in the live event industry, non-profit experience preferred
• 2+ years experience managing others
• 3+ years experience with PatronManager or Salesforce Administration Certification
• 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

BENEFITS:

We offer 

• Medical, Dental, Vision, and Voluntary benefits
• Generous PTO
• Paid parental leave (following 12 months of continuous employment)
• 401K Match
• $200 event reimbursement
• Udemy Business, a world-class learning and development platform

LEARN MORE:

https://patrontechnology.com/

ADDITIONAL INFORMATION:

At Patron Technology, we take great pride in providing our team members a safe and healthy work environment. To that end, Patron Technology requires all employees, contractors, and visitors who will be physically present at a company facility or sponsored event, representing the company at a client event, or physically present at any event where the company’s employees, clients, or vendors are present, to be fully vaccinated. Exemptions are permitted, and if approved, will require the wearing of an approved face-covering, submission of a negative COVID test, and completion of a health and safety form that includes temperature.