Overview

This position is responsible for managing the implementation projects required to install, configure and launch CrowdTorch online ticket sales, box office management products and services and point-of-entry management, towards successful on time project completion within established budgets. These phased projects may include requirements gathering, client consultation, evaluation and recommendation for hardware configuration, project management for custom website development, content/materials management, project scheduling, iterative approval processes, and pre/post launch adoption activities in a manner representing the highest level of professionalism. Additional responsibilities include assisting and supporting client’s use of CrowdTorch marketing products, as well as occasionally supporting ticket buyer inquiries regarding their CrowdTorch purchases.

Essential Functions:

• Serve as the primary point of contact for clients regarding project and strategic level questions

• Project management, project scheduling, and scope definition

• Maintaining business relationship and ongoing communications during and post implementation project

• Post launch adoption activities including both private and public instructor led web-based trainings, and general best practices consultations.

• On occasion, business travel to deliver adoption activities at the client/event site may be required

• When needed business travel to consult, advise and support specific and unique client events

• Provide ongoing telephone and e-mail support to CrowdTorch clients to resolve account and technical issues and maintain excellent relations between CrowdTorch and its clients, as a backup resource if volume exceeds capacity of primary customer support resources

• Assist Operations departmental managers in identifying areas of improvement in both infrastructure and processes

• Assist Development Team on establishing product development priorities (as the voice of the client), QA testing of new features and system enhancements, and providing use case scenarios

• Provide troubleshooting assistance to clients on system and equipment issues, if needed

• Responsible for helping drive the desired positive and proactive communication and corporate culture between CrowdTorch staff, clients, and customers

• Work schedule is Monday – Friday. Client support may also include phone/email support and travel during non-standard business and office hours, in the event that primary customer support resources capacity is exceeded

Required Qualifications:

• Minimum of 1-3 years post college work experience – preferably in the ticketing industry

• Must have excellent verbal and written communication skills

• Ability to train clients of all levels to become independent users of the CrowdTorch System

• Strong attention to detail and math skills a plus

• Familiarity with the Internet, multiple browsers, installing software, and software support a must

• Must have excellent organizational skills and an ability to handle many tasks at once in a very fast-paced and changing environment

• Ability to stay focused and manage multiple client types and contact personalities in situations ranging from strategic consultation to urgent business critical problem solving

• Must possess firm knowledge of Microsoft Office, including Word and Excel, Facebook, Twitter, Instagram, Pinterest, You Tube and other social media tools

• Knowledge of API feeds, WordPress, and mobile applications preferred, but not required

• Must be familiar with the live entertainment business and box office operations

• Important learned job skills required to perform effective and acceptable work in this position

• Knowledge of ticketing industry and other general business practices

• Excellent customer service, communication (writing and verbal), and consulting skills

• Analytical and strategic thinking – ability to think ‘out of the box’

• Effective interaction with clients and colleagues across all levels of the organization in a professional, service-oriented way, and the ability to clearly articulate the value of CrowdTorch’s products and services

EEO[/AA]Minorities/Females/Disabled/Veterans

CrowdTorch