Client Experience Manager

Client Experience Manager (CEM)

As a Client Experience Manager (CEM), you will serve as the day-to-day contact for our clients across Canada, ensuring they achieve their goals with our platform and services. You will work closely with the Director of Accounts and Technical Solutions Managers to provide a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering relationships, and ensuring platform adoption and satisfaction.

Day-to-Day Client Management

• Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.
• Monitor and address client tickets in the queue, ensuring prompt and effective resolution of issues.
• Build client groups and events, as required.
• Serve as the quarterback for your accounts, coordinating across teams to meet client needs and goals.
• Collaborate with Technical Success Managers for:
  • New feature demos and technical walkthroughs
  • Technical troubleshooting
  • Developing client-specific workarounds
  • Account audits and optimization
• Engage with the Director of Accounts for:
  • Escalation support and strategic guidance
  • Complex reporting or billing needs
  • Risk mitigation and account insights

Client Success and Relationship Building

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company.
• Ensure clients are effectively onboarded, trained on platform use, and positioned for long-term success.
• Proactively communicate with clients to understand their goals and initiatives.
• Monitor client engagement and identify opportunities for increased adoption and satisfaction.

Collaboration with Internal Teams

• Partner with Technical Success Managers to resolve product-specific or onsite challenges.
• Provide regular status updates and risk assessments to the Director of Accounts.
• Escalate complex client issues and ensure resolution timelines are met.
• Capture and share client feedback to inform platform improvements and development.

Operational Excellence

• Manage client projects, deliverables, timelines, and event builds.
• Keep detailed and organized records in Notion and HubSpot.
• Identify and implement process improvements for better service and efficiency.

Qualifications

• 5+ years in client-facing roles, preferably in online ticketing, live events, or venue operations
• Experience with primary ticketing platforms, financial reporting, event building, and digital marketing
• Familiarity with third-party tools used by sports or event clients (e.g., Fevo, KORE)
• Proficiency in HubSpot, Notion, Slack, and Google Workspace
• Excellent communication, negotiation, and conflict-resolution skills
• Strong analytical thinking, problem-solving, and presentation abilities
• Commitment to professionalism, privacy, and ethical standards with PIPEDA and provincial privacy laws
• Open to feedback, adaptable, and willing to learn
• Bachelor's degree in business, marketing, or a related field (postgraduate or certifications an asset)
• Bilingualism (French and English) is a strong asset for roles supporting Quebec-based clients
• Understanding of accessibility standards such as AODA (Ontario) is considered an advantage

The Perks

• Annual Salary Range: $70,000 $80,000 CAD + Bonus + Equity
• 100% Remote-Friendly
• Flexible Vacation Policy, with a minimum of 15 days recommended per year
• Paid Canadian Statutory Holidays + Your Birthday Off
• Parental Leave Top-Up in accordance with provincial employment standards
• Professional Development/Education Stipend
• Company-Provided Equipment
• Live Event Perks and Ticket Giveaways

Tixr is the largest, fastest-growing, privately-held primary ticketing and live event commerce marketplace in the world. We're a California born and bred company that's still founder owned and led to this day, and we support a global client base with staff throughout the US, Canada, and UK. We exclusively power 500 of the most respected live entertainment brands in 40 countries including LIV Golf, Wynn Nightlife, Riot Fest, Acura Grand Prix of Long Beach, Riot Games Arena, Luke Bryan's Crash My Playa, Sturgis Buffalo Chip, Lightning in a Bottle, Portland Trail Blazers' New G League Affiliate Rip City Remix, among many others.