Client Success Manager

Showpass is a ticketing and event management software company. We empower venue and event organizers to create a rich, connected experience for their customers through next-generation technology. We combine cutting-edge software and hardware for seamless on- and offline sales while delivering event management tools on the same integrated platform.

But what makes us different?

Showpass offers a unique platform for collaboration between the key groups that power events. From venues to organizers to street teams, to event attendees, we are focused on bringing people together through the magic of live events. We are powered by a talented team fostering innovation, creativity, and disruption. These pillars support the Showpass culture built on a love for events and celebrating the entertainment space we are all so passionate about. That’s what makes us the fastest-growing Canadian ticketing company.

We’re looking for someone who embodies:

• A Positive Attitude: You love what you do and who you work with! Your passion for your job shines through in your everyday interactions and the enthusiasm you bring to the team.

• Relationship-driven: Whether it is with your portfolio of amazing clients or your teammates, building and nurturing strong connections is what excites you! You thrive on meaningful relationships that drive success and collaboration.

• A Go-Getter Mentality: You constantly strive for personal and professional growth. Your motivation is contagious, inspiring those around you to excel and reach new heights together.

• Reliability: Your team can always count on you. Just as you support your colleagues, they are ready to support you, fostering a collaborative and dependable work environment.

Responsibilities: 

• Drive Growth and Adoption: Propel growth and enhance product adoption within an assigned portfolio of clients, ensuring they fully leverage the platform's capabilities

• Project Management: Utilize project and time-management strategies to balance multiple competing requests efficiently

• Onboarding and Implementation: Develop and deliver comprehensive onboarding, training, and customized implementation plans to facilitate successful platform integration for both new and existing clients.

• Relationship Management: Cultivate and maintain strong client relationships through phone, video, and in-person meetings. Some after-hours and weekend calls will be expected for critical client issues

• Ticketing Solutions: Design and assist in ticketing setups for clients with complex or high needs, ensuring seamless operations

• Event Setup Verification: Ensure proper procedures for on-sale and onsite setups for high-volume events are met

• Consultative Expertise: Act as a trusted advisor, recommending best practices, products, and opportunities for client expansion

• Technical Support: Assist in offering recommendations and troubleshooting support for items such as hardware and web integrations

• Creative Problem-Solving: Identify client roadblocks; outline, present, and implement innovative solutions to enhance retention and engagement

• Monitoring and Reporting: Track and report on client health status, feature adoption, and roadblocks, providing actionable insights

• Feedback Champion: Communicate client feedback to the product team and suggest new features or improvements

• Financial Reconciliation and Reporting: Conduct financial reconciliations and assist with creating custom reports to meet client needs

• Renewal Management: Execute and manage client renewals in alignment with the expiry schedule, ensuring ongoing relationships are maintained

• On-site Event Support: Provide on-site event support when required; including but not limited to; training and hardware setup, sometimes during evenings or weekends

• Client Advocacy: Build lasting partnerships and transform Showpass clients into enthusiastic Showpass ambassadors

The Perks:

• A unique and fun place to work – flexible hours and vacation policy, in-house chef for breakfast and lunch, fully stocked snack bar, fitness and cell phone allowances, dog-friendly office with free parking

• Competitive compensation and benefits package

• Ongoing learning and development opportunities

The ideal candidate will have: 

• The desire to work in a challenging environment - you love to hustle and will thrive in a fast-paced start-up environment

• A self-starter, driven with a strong growth mindset and attention to detail

• Minimum 2 years of experience in relationship management or client success preferably in a tech-focused environment

• A proven track record of receiving or exceeding exceptional client feedback

• Ability to work independently while keeping multiple stakeholders and teams connected

• Experience working for a technology company in a B2B2C industry is an asset

• Ability to respond to client communications on time

• Strong organizational and process-oriented skills

• Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks

• Intermediate level Excel experience (able to manipulate data, and combine multiple datasets into a single source)

• Strong interpersonal skills - you must be empathetic and understanding of client/customer needs with the ability to navigate difficult conversations with poise and empathy

• Ability to maintain a calm, positive and friendly attitude when dealing with clients and customers, especially in difficult situations

• Post-secondary education is an asset

• Must be available for rotating weekend on-call shifts

Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.