Solution Expert

1 month ago

United Kingdom AudienceView Full time

The Company:

AudienceView is an organization of people who are passionate about the business of Live Events. We create industry-leading software solutions that fuel attendee engagement, ticket sales and advertising solutions for thousands of sports, music and theatre venues in 16 countries around the world. AudienceView employees share a vision to help entertainment organizations deliver exceptional experiences for people who love live events. We achieve this through innovative technology, popular media brands, effective distribution strategies and a dedicated team of experts that help create customer success every single day.


What you'll do:

  • Acts as a subject matter expert on the AudienceView product by maintaining a thorough knowledge of functionality and best practices.
  • Translates client questions and problems into solutions using AudienceView’s feature-set.
  • Works within a team of Solution Experts as the first point of contact for our clients, triaging and managing a queue of incoming cases to ensure response and resolution targets are met.
  • Delivers exceptional service to our customer base via phone, support portal, and email as appropriate
  • Provides assistance navigating clients through how to use the system and troubleshooting any issues they encounter.
  • Acts as a key training contact for clients in onboarding, providing scheduled training sessions with various individuals in their organization as required.
  • Conducts consulting sessions for clients using new features and looking for the best approach to meet their specific business needs.
  • Participates in one-to-many education programs for clients including webinars, video training, and how-to article creation.
  • Completes tasks assigned by the due date and advises key stakeholders on progress, opportunities, and risks.
  • Identifies opportunities and challenges for the client and proposes best practices for new business process options using AudienceView.
  • Works closely with our Technical Solution Experts on cross-functional problems and initiatives to deliver successful outcomes to clients.
  • Collaborate across internal teams and external stakeholders to provide expertise in assessment, analysis, evaluation of alternative solutions, and resolution of issues within the product.
  • Facilitates and promotes excellent teamwork via clear, concise, accurate and open communication across all communication channels.
  • Attends client on-site training and consulting sessions as required
  • Works flexible shifts as required by client milestones and seasonality
  • Maintains a good working knowledge of the ticketing and live events industries.


What you'll need:

  • Experience working in a client-facing support or services team at a SaaS company.
  • Proven ability to understand client issues and questions, find appropriate solutions, and explain those solutions effectively.
  • Experience training or demonstrating to clients how to use software features and functionality
  • An enthusiasm for working with clients to solve problems and help them achieve desired business outcomes.
  • Critical thinking skills to understand a problem and determine the steps you need to take to get results
  • Ability to multitask, and to set and manage dynamically changing priorities
  • Strong verbal and written communication skills
  • Excellent understanding of Mac and/or Windows operating systems, and internet applications
  • Knowledge of or experience in ticketing and live event industries is an asset.
  • Experience with AudienceView’s products or other ticketing systems is an asset.


Why Work at AudienceView:

  • We’re a global leader in live events technology. As the essential partner to get live events discovered, attended, and remembered, we help our clients sell more tickets every single day.
  • We’re passionate about live entertainment. AudienceView believes in the power of live events and its purpose is to ignite that passion in people around the world.
  • We have amazing clients. Our exciting roster of clients includes sports, live music, and performing arts organizations
  • Our employees love us. We offer excellent benefits, competitive salaries, flexible hours, remote work opportunities, and more
  • We're a remote-first company. Our remote culture allows our employees to have the flexibility to work anywhere in the country they are residing (Canada, the USA, UK, and Chile).
  • Diversity and inclusion are paramount to building our culture. The data is abundantly clear that diverse teams are more successful because they offer different perspectives, increased innovation, faster problem-solving, and higher employee engagement among other benefits.
  • Flexible work schedule: AudienceView empowers permanent employees to take off alternating Fridays by condensing their two-week schedule into 9 days. Flexible, uncapped vacation and sick policy. Employees need time away from work to recharge.


How we hire - here's a brief overview of our recruitment process:

  • Screening & Resume Review: Our Talent Acquisition team will evaluate all resumes and select candidates for a video screening call for 30 minutes.
  • Hiring Manager Interview (45-60 minutes): Meet with the hiring manager to speak in detail of your relevant experience and learn more about the role.
  • Meet More of the Team (45-60 minutes): Meet with more team members to learn more about the work culture and the team dynamic.
  • Final Interview (30 minutes): Meet with the Sr. Director of Client Engagement for a final conversation about the role.


Diversity and inclusion have always been at the core of our values at AudienceView. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate, and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. We also welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment process.


Disclaimer:

AudienceView does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualifications will be done face-to-face over Microsoft Teams. AudienceView does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

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