Client Development Director

Job Description:

• Operate as the voice of the customer internally by working with Ticketmaster business leaders to provide client experiences and outcomes
• Direct and collaborate on an account management blueprint to maximize revenue and renewals
• Develop and implement upselling strategies for existing clients; track, monitor, and adjust plans
• Develop, share, and implement best practices for assigned market segments
• Forecast clients’ ticket and revenue contribution through client-level business plans, account strategy, profitability analysis, and program projections
• Complete ad hoc sales operations support
• Monitor support-team service levels to ensure SLAs are met
• Coach and collaborate with client support, marketing, and account management teams
• Retain assigned clients and maximize margin levels through renewal engagement
• Collaborate cross-functionally to maximize client satisfaction scores
• Identify new business opportunities and direct client acquisition against annual sales goals
• Conduct strategic account reviews and identify products and pricing aligned with client needs
• Develop relationships with key system and product users and provide product feedback
• Identify opportunities for new products and enhancements
• Address client concerns and ensure timely issue resolution
• Deliver market analysis, competitor assessment, and market intelligence
• Maintain accurate contact and account details in Salesforce
• Monitor competitors and potential collaborators to identify opportunities and threats
• Coordinate responses to RFPs
• Retain accounts through relationships with key decision-makers and users
• Drive TM1 Marketing product adoption and manage local nuances
• Travel 35%-50%

Requirements:

• Minimum 10-12 years’ experience in the live entertainment industry with a strong focus on account management and account development
• BA/BS or College diploma in Business, Marketing or related field and/or equivalent work-related experience
• Experience with live event ticketing or real-time inventory management systems preferred
• Strong presentation and project management skills
• Proven track record of exceeding sales targets
• Experience leading change in a complex matrix-oriented organization with strong emphasis on team development
• High level knowledge of digital media and industry trends
• Strong competence in Microsoft Word, Excel, and PowerPoint
• Experience in the live entertainment industry, especially with a major league sports team and major market venue is highly desirable
• AI skills and understanding highly desirable
• Strong understanding of technology-enabled products, software platforms, APIs, integrations and data-driven solutions for complex consultative sales cycles
• Experience creating and delivering client presentations
• Analytical and strategic thinking
• Excellent customer service, communication, and consulting skills
• 35%-50% travel required

Benefits:

• Medical, vision, dental and mental health benefits for you and your family
• Health care concierge
• Flexible Spending Accounts (FSA) or Health Savings Accounts (HSA)
• Free concert tickets
• Generous paid time off including paid holidays, sick time, and personal days
• 401(k) program with company match
• Stock reimbursement program
• New parent programs including caregiver leave and baby bonuses
• Fertility, adoption, foster, or surrogacy support
• Career and skill development programs with School of Live
• Tuition reimbursement
• Student loan repayment
• Volunteer time off
• Crowdfunding match
• Flexible work-from-home locations
• Equal employment opportunity and reasonable accommodations
• Potential use of AI-supported application screening and assessment with human review