Manager, Client Services

As a member of the Ticket Sales & Service Team, the Manager, Client Services is responsible for servicing existing season ticket members (MVP’s), overseeing the annual season ticket retention and upgrade process and developing and implementing a comprehensive year-round MVP365 membership program to ensure optimal renewal rate. The Manager, Client Services will also be responsible for the oversite of all Account Executives for the Client Services team.

• Assist in the development of ticket service policies, procedures and the MVP365 Membership program.
• Service and manage assigned season member accounts with a goal of account maximization through renewals and upgrades.
• Work with ticket operations to facilitate the annual renewal/upgrade process.
• Assist with planning and promotion of MVP365 season ticket member functions and benefits.
• Oversee communication program for all full season member accounts.
• Recruit, hire, supervise and train Client Service Account Executives.
• Develop touchpoint metrics to track and measure effectiveness of MVP 365 program
• Provide reporting information by maintaining and being able to produce, on a regular basis, accurate reports regarding renewal rates and account maintenance.
• Contribute to corporate business objectives by collecting and forwarding any sponsorship, advertising, team promotions and suites-leads to department management.
• Work with clients and recommend solutions to their needs.
• Work with existing season member accounts to promote additional revenue from partial plan, suite night and MVP group nights.
• Contribute positively to sales & service team member culture through working relationships with all team members.
• Develop new prospects and referral opportunities by working all games and select FedExForum events.
• Other related duties such as outside promotional and community investment events, in-game responsibilities and other duties as required.

Essential

• Bachelor’s Degree from a four-year college or university in business administration, management, or a related field.
• 4 years of customer service and sales experience that demonstrates growing your personal book of business.
• 3 years of previous management experience in sports, entertainment or hospitality industry
• Committed to ensuring superior customer service and supporting the Ticket Sales & Service team.
• Excellent people skills, with an ability to interact effectively and in a professional, diplomatic and mature manner with VIP’s as well as internal and external clients at all levels within an organization.
• Strong verbal and written communication skills.
• Highly organized with good coordinating and project management skills.
• Proficiency with MS Word, Excel, Outlook, PowerPoint and the internet.
• Must be able to work evenings, weekends and holidays, as required.

Preferred

• Knowledge of and a passion for professional basketball