Job Details
Level: Experienced
Job Location: Richmond, VA - Richmond, VA
Position Type: Full Time
Salary Range: Undisclosed
Job Category: Client Success/Account Management
Client Success Expert
Client Success Expert
Location: Remote in Richmond, VA
Who We Are
HomeTown Ticketing is the trusted leader in digital ticketing offering an intuitive and easy-to-use platform for both event organizers and ticket buyers. Using flexible ticketing options and secure event management features to service schools, colleges, performing arts associations, and other organizations across the country! We’re continuing to expand our technology and team to provide the best-in-class service.
HomeTown empowers all team members through a positive company culture. Exemplifying our core values of Authenticity, Grit, Innovation, and Trust! We’re committed to providing a safe and inclusive work experience for everyone, both those working remotely and within our offices across the country. Consider joining our team today!
The Role
The ideal Client Success Expert have demonstrated experience and passion in these four important pillars:
- Works with their customers to ensure that they get the maximum return/impact on using HomeTown’s products and what ultimately counts is the customers’ definition of “value."
- Ties value directly as possible to money – and to get the customers’ agreement as to the value that they have received.
- Obsesses about the customer, and knows each personally to be their effective voice and conduit and HomeTown. You serve as their expert to answer their questions on the first interaction and make their lives easier.
- Builds a depth of personal interactions and trust with the customers to reveal information and insights that are of strategic significance to the future.
The best team members who work with our Customers embody these qualities:
Empathetic
Creative
Confident
Intuitive
Compassionate Tenacious
Punctual
Consistent
Personable
Patient Inquisitive
Adaptable
Optimistic
Responsible
Attentive Knowledgeable
Professional
Honest
Positive
Empowered
Duties
- Serve as the primary interface to your customers. Partner with our customers to (i) deliver exceptional outcomes and experiences that save them time and money and (ii) build relationships and be their trusted, knowledgeable expert to immediately solve common questions/issues, on their first interaction with you. (Including, but not limited to: power-user/admin product and technical support, event management, game day operations and merchant services support, and technical escalation support, among others.)
- Serve as the HomeTown subject matter expert (SME) providing guidance and addressing challenges on all facets of event management and athletics/activities management, as well as, being the HomeTown product expert for your customers.
- Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
- Be a customer advocate and provide expert customer insight to Product Management, Development, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates.
- Perform regular customer check-ins, as well as, quarterly customer success reviews that confirm satisfaction, resolve issues with the help of the Support team, and expand HomeTown’s use throughout the account
- Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from HomeTown and our preferred partners
- Use usage patterns and data to gain insights, provide guidance and increase customer satisfaction
- Work closely with the Sales and Product teams to share customer insights that inform additional product and product opportunities
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Exceed all performance targets, including maintaining high renewal rates (100%)
- Maintain a revenue base by managing account retention and renewal
- Drive upgrade revenue through increased product adoption and increased usage
- Live within a major metropolitan or geographic region of the territory to allow for proximity, presence and customer involvement
- Attend in-person customer events.
Other Key Aspects
- Stellar communication/interpersonal skills, phone etiquette and call management skills.
- Deliver and communicate ROI for our clients, throughout the customer lifecycle
- Serve as the customer’s trusted partner on use-case and industry best practices
- Represent HomeTown as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
- Work cross-functionally to identify opportunities and risks, and present recommendations and solutions to the customer
- Partner with leadership and other internal team members to develop and deploy 1:many programs and resources that include webinars, email outreaches, community content and more
- Willingness to learn new technologies and have the ability to coach customers in these new technologies.
- Communicate with customers in a courteous, friendly, and professional manner.
- Perform other duties and special projects as assigned.
Key Metrics for Success
- First contact resolution rate
- Customer lifetime value
- Customer retention rate
- Customer health score
- Customer referral rate
- Customer satisfaction
- NPS
Preferred Education and Experience
- Prior proven success to maintain highly valuable and outcome-based relationships with a customer account base.
- Minimum 3 years customer success experience in an SMB technology or SaaS company.
- Bachelor’s degree in a relevant field is highly preferred.
- Outstanding multi-task task management skills across a varied set of responsibilities.
- Passion for working with mission-oriented, public-sector customers and a desire to deeply understand sports technology/software benefits, use cases, and technical elements.
- Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises.
- Ability to build credibility and trust by understanding and addressing customer requirements.
- Willing to travel based on customer and business need.
Physical Requirements
- Must be able to remain stationary for a long period of time, including working on a computer.
- Position may also be required to travel to client sites. This could include standing and walking for prolonged periods of time, and while outdoors in various weather conditions.
Not the Job for You?
HomeTown Ticketing has a variety of positions in various locations; please go to our career page https://www.hometownticketing.com/company/jobs-and-careers/ to explore more opportunities with us.
HomeTown Ticketing, Inc. is an equal opportunity employer. It does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
