Job Description

THE ROLE

Strategically, the US is one of our most important markets for the future. As our US Account Manager you will be instrumental in driving success in the region, cultivating existing client relationships from point-of-sale and freeing up our Business Development Manager to secure new contracts. Youll deliver a first-class support and development service, proactively identifying areas for client development as well as resolving queries and problem-shooting.

Given the quality of your account management service, annual renegotiations and contract upselling should be a formality_._ Even still you should understand the importance of commercial awareness in an account management role, and have a keen eye for positioning a negotiation effectively.

As the local specialist, you will provide unique insight into the behaviours and opportunities in the US market. You will also take ownership of resolving tasks from the internal CRM system, in collaboration with your colleagues in the global account management function.

WHAT WE DO The Festicket Group family is a truly international team with 100+ people from over 20 different countries, all passionate about changing the face of live event experiences. Our head office is in Camden, London with a remote workforce distributed across Leeds, Berlin, Amsterdam, Porto, Nantes and San Francisco.

Since 2012, we have provided a seamless service to discover and book tickets and travel packages for music festivals worldwide. The platform offers an end-to-end experience for music travellers, an efficient two-sided marketplace for 1,500+ music festivals across 40 different countries, and a network of 5,000 suppliers for accommodation & travel packages. In eight short years, we have become Europe's largest music festival platform.

Since our acquisition in 2019 of the multi-award winning cashless POS platform Event Genius and the associated Ticket Arena consumer website and brand, we are on track to become the most complete end-to-end live events platform for fans and organisers built to serve any event, any size.

We're now post Series-D funded, and backed by some of Europe's largest VC funds.

YOUR DAY-TO-DAY ACTIVITIES WILL INCLUDE:

• Responding to promoter requests within agreed SLAs, providing either immediate resolution or updates as to the progress of an enquiry.
• Coordinating the efforts of other departments internally in response to more complex issues.
• Communicating with other departments such as marketing & BD on festival launches.
• Building and loading events for on sale on the platform, working to commercially-sensitive deadlines.
• Acting as the intermediary between promoters & Customer Service queries.
• Acting as the intermediary between promoters & finance, offering reassurance as necessary.
• Managing festival-specific CRM tasks, which can include anything from prepping for festival launches, checking in with promoters, payment plan tasks, outbound communications and much more.
• Monthly reporting and providing insight to key clients.
• Getting in touch with key promoters on an annual basis.
• Working closely with the BDM, deputising in the production and delivery of presentations when necessary.

REQUIREMENTS

This role will definitely suit someone who has an interest in live music events and festivals. Since we supply software and hardware to festival organisers and promoters, you will sometimes need to provide out-of-hours account support. You may also be required to work onsite at festivals from time to time. Therefore you should have both a strong work ethic and some flexibility in your personal life for the occasional out-of-hours support.

How we will measure your success in the role:

• Achieving or over-performing against the regional target.
• Improving sales year-on-year via deal negotiation and upselling.
• Good promoter feedback to the team.
• Volume and efficiency of resolution of tasks on the CRM task list.

THE KNOWLEDGE WED LIKE YOU TO POSSESS ALREADY:

Given the lean nature of our operation and how busy we are currently, we would highly prefer to hire someone already experienced in the sector, demonstrated by the following:

• Familiarity with the ticketing industry and ticketing systems.
• Understanding of the live music industry and what motivates promoters.
• Knowledge of the US event market.
• An existing network of US event promoters is also highly advantageous.

BEHAVIOURS THAT SHOULD LEAD TO SUCCESS IN THIS ROLE AT FESTICKET:

• Initiative and independence. Youll be happy working in a team of 2 in a different timezone to the HQ.
• Proactivity in identifying and understanding client objectives, providing value-add solutions to clients.
• Resilience - promoters and festival-goers can express frustration in the unlikely event of system errors.
• Confidence coordinating internal colleagues in a different timezone to ensure client expectations are met.
• Organised and reliable, in order to meet key deadlines such as launches, payment dates etc.
• A personable, friendly approach in pursuit of client satisfaction.
• Passion for our service (not just the music industry).

ADDITIONAL CHARACTERISTICS WE EXPECT OUR ENTIRE TEAM TO DEMONSTRATE:

• Adaptability and flexibility in the ever-changing world of a scale-up dealing with the challenges of a global pandemic that has hit the live music industry harder than most other sectors.
• Intellectual curiosity, and the confidence to ask questions until you understand.
• Positivity and a can-do mindset when faced with new opportunities.
• Self-motivation and a sense of pride in achieving stretch goals on your own merit.
• Comfort receiving and providing constructive criticism, as well as managing upwards.

BENEFITS

By joining us you will be part of one of the fastest growing music / travel start-up companies in Europe, where you will have ample opportunity for career progression as we continue to grow.

BENEFITS & PERKS ALSO INCLUDE:

• 25 days holiday per annum
• Discretionary flexible working from home
• 401k Pension
• Opportunities to go to selected & partnered music festivals for free & all year round staff discount
• Value driven start-up culture