Entertainment Client Support Manager

TAIT Towers is the Market Leader in designing, constructing and delivering world-class solutions for live experiences.

Whether it is creating awe-inspiring spectaculars, complex touring stages, theatre engineering solutions, brand activations or cruise ship installations, TAIT delivers world-class solutions for live experiences. With its proprietary entertainment automation platform, custom-made products, and creative engineering, TAIT’s innovative offerings continue to advance industry standards and exceed client expectations. As a global network of over 1000 employees, TAIT has worked on projects in over 30 countries, all 7 continents and even outer space.

TAIT’s diverse group of clients include Taylor Swift, Cirque Du Soleil, The Metropolitan Opera House, NASA, National Geographic, Beyoncé and The Olympics.

Summary

Support Managers provide courteous, professional, prompt, exceptional service, and support to TAIT’s diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns. The work involves considerable client contact with an emphasis on providing support tailor-made to the client’s system sustainment and vision. Support Managers work with clients on, but are not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.

Essential Functions

• Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
• Provide feedback from customers on product quality and features
• Partnership with the commercial and product teams on client health, needs and future growth
• Manage and exceed client expectations to agree on clear scope, schedule, and contract.
• Visit sites and meet with clients to maintain relationships and develop new ones when required.
• Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
• Follow global Service & Support policies and procedures.
• Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.
• Collaboration with the technical integration teams and project teams in the TAIT organization to help exceed the clients needs.
• Manage and schedule resources in collaboration with resource management teams.
• Manage client cashflow and income is realized as quick as possible.
• Identify, source, and supply spare and replacements parts in partnership with other TAIT departments.
• Work proactively, taking the initiative where necessary and with minimum supervision
• Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.
• Cover and support other Support department members when required
• Adhere to all company safety policies and procedures. 
• Attend meetings, seminars, and training sessions as required.
• Perform assigned duties according to the policies and expectations prescribed by the company.

Qualifications 

• 5+ years experience working in technical or production management preferably in the entertainment industry.
• Education: High School diploma/ GED equivalency required; bachelor's degree preferred 
• Solid customer support/service experience with a customer-first mindset focused on efficiency and customer satisfaction
• Strong leadership and management skills
• Working knowledge and understanding of the entertainment industry and technical systems.
• Plans, organizes, schedules and budgets in a productive manner.
• Proficient in written and verbal communication skills with a level of honesty and integrity
• Experience planning projects with complex logistics and hard deadlines
• A teamwork-driven approach to problem-solving
• Demonstrates ability to quickly and proficiently understand and absorb new skills and information
• Excitement and passion for their work; has a “can-do” attitude
• Strong willingness to work hard and sometimes outside of normal business hours to get the job done.
• Comfortable providing feedback from customers on product quality and features to internal stakeholders
• Familiarity with Enterprise Resource Planning (ERP) system (e.g. Epicore) and customer service ticketing service platform(s) (e.g. Zendesk) 
• Proficiency in MS Office Suite

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