Account Manager/Key Account Manager

AudienceView is one of the largest global ticketing companies with clients in North America and the UK. Combining innovative technology with individualized client support, AudienceView has been leading the way in event ticketing and e-commerce solutions for over 20 years. Our global team stands behind our mission to transform how events are discovered, attended, and remembered. Our solutions drive efficient, integrated operations for more than 2,000 organizations across 12 countries Through innovative technology, popular consumer brands and unique support tools, we’ve created an ecosystem that helps businesses manage their events, seamlessly. We live and focus on four core values:

• We are innovative
• We are results driven
• We are transparent

AudienceView is made up of people who believe wholeheartedly in the power and magic of live events. If you feel the same way, you’re in the right place. Come transform live entertainment with us.

AudienceView is a legal employer in Chile and hires employees directly in Chile. AudienceView is compliant with the Chilean payroll, benefit and vacation laws and policies. This position is open to candidates who are currently residing in Chile with a legal work status.

Why we want to work with you:

AudienceView is embarking on transforming their client experience to a digital-first experience.This provides clients with appropriate digital recommendations and touchpoints throughouttheir partnership with AudienceView, based on insights derived from data on their productusage, their sentiment (CSAT, NPS), their requests for support and our internal observations ofkey metric trends.

AudienceView is investing in a team of Account Managers that will help with the developmentof client renewal and retention playbooks, the monitoring and continual improvement of itseffectiveness while serving to augment the client experience as needed.

Why you'll do:

• The primary role and responsibility of the Account Manager is to retain and grow theAudienceView book of business with a digital-first approach, augmenting this approach asneeded, while also looking for opportunities for cross-sell and upsell.
• Work with Customer Success Operations to develop and implement digital-first client renewal programs and associated playbooks that help secure renewals for the book of business in a scaled and efficient manner.
• Work with Customer Success Operations to develop and implement digital-first retention programs andassociated playbooks that mitigate any at-risk accounts in a scaled and efficient manner.
• Augment the digital experience of clients by responding to common renewal andcontract questions from clients.
• Work with the Strategic Account Management team by referring high-value clients tothe team to help handle any overflow renewal and retention conversations, as required.
• Implement annual price lifts to meet or exceed net ARR growth in the book of business.
• Advocate for client needs internally by collaborating cross-functionally to achieve clientoutcomes quickly. To raise visibility to client issues promptly and to proactively identifyrisks and opportunities to the book of business.
• Develop adequate executive coverage for high-value clients. Implement multi-threadapproach to ensure that client stakeholders are identified and have appropriate internalcontacts, especially with the decision-makers and key influencers.
• Explore cross-sell opportunities & refer leads to the cross-sell team. This includesidentifying the right decision-maker contacts, aligning opportunities with the client’sstrategic plans and desired outcomes and/or the client’s pain points and need for asolution.

What you'll need:

• Experience in managing a large book of business, retaining and renewing existing clients' contracts.
• Experience in working as an Account Manager or a similar role at a SaaS company.
• Experience in using Salesforce as a tool to manage clients' data and contracts.
• Experience in using digital-first customer success tools such as ChurnZero.
• Experience in working with clients based in North America.
• Following KPIs/metrics to measure results.
• Creative problem-solvers.
• Data-driven and analytical mindset.
• Excellent verbal and written communication skills in English.

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 about your relevant experience and learn more about the role.

Meet More of the Team (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 Chief Customer Officer for a final conversation about the role.

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.
• 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 which they are currently residing (Canada, 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.

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. AudienceView is an equal opportunity employer and we welcome applications from qualified individuals from all backgrounds.

We are committed to providing reasonable accommodations which are available on request for candidates taking part in all aspects of the recruitment process. If you are a person with a disability and require assistance during the recruitment process, please don't hesitate to reach out!

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Check out our careers page for more opportunities available at AudienceView:

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.