Account Manager (m/w/d)
THE COMPANY
AXS Germany, GmbH is a subsidiary of AEG and sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to leagues like the Swedish Football Association to the 38 clubs of the B-League in Japan to teams like the Los Angeles Kings, Minnesota Timberwolves, and Houston Rockets.
We are passionate about improving the fan experience and providing game-changing solutions for our clients, and we are always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.
THE ROLE
The Account Manager is responsible for managing a portfolio of assigned clients to ensure the timely and successful delivery of our solutions according to respective contracts, evolving industry trends and AXS business objectives.
YOU
With a background in Account Management or Client Success, you will be incredibly organised and love being busy. You will be confident, adaptable, diplomatic and always ready to learn. You are proactive and solutions orientated - always spotting what needs to be done and doing it. You are happy to work independently as well as part of the wider team. You will be a great communicator who is at ease dealing with all levels of stakeholders and used to working at pace. You will have a meticulous eye for detail and thrive working as part of a passionate, busy team who love what they do.
KEY ACCOUNTABILITIES
- As the primary relationship holder with clients, ensure the highest levels of client satisfaction resulting in contract renewals
- Ensure delivery of ticketing services for clients according to requirements and business objectives
- Continually strive to grow the number and yield of annual tickets sold per client
- Monitor company performance against service level agreements and flag potential issues
- Report client health metrics ensuring that any issues with performance or client satisfaction are identified, escalated and dealt with in a timely fashion
- Own the cadence and reporting of Monthly and Quarterly business review with clients
- Work with clients to generate new leads and recommendations for business development
- Be the market expert and work closely with clients to implement the relevant best in class solutions
- Maintain a command of all AXS products and a comprehensive knowledge of client deliverables and business objectives
- Work closely with clients to discover their business needs and coach them on the best ways to use our products to solve them
- Hold clients accountable for contractual SLAs
- Be the overall guardian of client NPS
- Advise and educate clients to ensure a complete understanding of all AXS products and facilitate the sharing of best practice
- Work with AXS colleagues to translate business needs and product requirements into deliverable solutions for clients
- Understand and Report client health statistics to the Head of Account Management, ensuring that any issues with performance or client satisfaction are identified, escalated and or dealt with in a timely fashion
KEY SKILLS & EXPERIENCE
- Previous experience working in a client facing role with a track record of managing client relationships in Ticketing or other Live Entertainment businesses
- Ability to communicate, present and explain concepts credibly and effectively at all levels of the organisation
- Ability to manage multiple projects at a time while paying strict attention to detail
- Willingness to travel to meet with clients (approx. 2 days/week)
- Ability to work proactively and with limited direct supervision, whilst at the same time recognising when matters need to be escalated
- Excellent interpersonal skills necessary to sustain effective relationships both internally and externally
- Resilience, curiosity and willingness to have fun
- Ability and gravitas to form close working relationships with stakeholders of all levels
- Excellent administration skills and a meticulous eye for detail
- Fluent language skills in German and English
PREFERRED
- AXS ticketing system experience
- Customer/Client support experience in a technology-based business
- Ability to learn new technology
#LI-Hybrid
