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 also happen to be powered by a very talented team fostering innovation, creativity and disruption. These pillars support the Showpass culture which is built on a love for events, and all things food. That’s what makes us the fastest growing Canadian ticketing company.

ROLE: Client Success Lead (full-time permanent)

LOCATION: Calgary, Alberta

RESPONSIBILITIES:

  • Process design and implementation within the Client Services group
  • Building scalable solutions to support the rapid growth of the company
  • Motivate team members and assesses performance on a regular basis
  • Develop, communicate and be responsible for department objectives and key results
  • Delegate tasks and set deadlines within the Client Success team
  • Assist with recruitment and training of new team members
  • Discover ongoing training needs and provide coaching and mentoring
  • Be well versed in client account management, specifically understanding:
    • the training and demo process
    • event set up and on-sales
    • potential client requests and questions
    • how to build lasting positive relationships with clients and their representatives
  • Update the Customer Relationship Management System (CRM) with all required information, ensuring that the platform works seamlessly across all departments
  • Monitor and maximize client lifetime value strategies
  • Suggest and implement creative ideas for client, prospects and customer engagement
  • Create and update necessary Client Success documentation (includes writing and content generation)
  • Provide onsite event support as required (sometimes on evenings or weekends)

QUALIFICATIONS:

  • Minimum 10 years’ experience in a client/customer support and service role
  • Minimum 5 years’ experience in a leadership role
  • CRM experience (preferably in Salesforce) is extremely valuable
  • Ability to champion new ideas and develop creative approaches
  • Strong background in customer acquisition, re-engagement and retention strategies
  • Experience in a start-up environment is an asset
  • Experience and comfort in dealing with clients
  • Must be empathetic and understanding of team member/client/customer needs
  • Ability to maintain a calm and friendly attitude when dealing with team members/clients/customers, especially in difficult situations
  • Must be available on evenings and weekends (primarily for remote work or on-site support)
  • Excellent communication, organizational and process-oriented skills
  • Strong time management skills and ability to handle competing requests
  • Ability to learn new software systems quickly; familiarity with Zendesk an asset
  • Must have a valid driver’s license
  • Experience with SaaS is preferred
  • Must have the hustle and drive to take initiative and make things happen in an extremely fast-paced environment!

PERKS:

  • A unique and fun place to work – flexible hours and vacation policy, in-house chef, fully stocked snack bar, fitness and cell phone allowances, dog-friendly office with free parking
  • Competitive compensation, including participation in the company’s stock option plan, and full benefits package

This posting will expire on January 24, 2020

Note: We will only contact qualified candidates of interest.