Account Manager

The Company:

AudienceView is an organization of people who are passionate about the business of Live Events. We create industry-leading software solutions that fuel attendee engagement, ticket sales and advertising solutions for thousands of sports, music and theatre venues in 16 countries around the world. AudienceView employees share a vision to help entertainment organizations deliver exceptional experiences for people who love live events. We achieve this through innovative technology, popular media brands, effective distribution strategies and a dedicated team of experts that help create customer success every single day.

AudienceView is a legal employer in Chile that hires employees directly there. AudienceView is compliant with the Chilean payroll, benefit and vacation laws and policies. This position is open to candidates who are currently residing in Chile with a legal work status.

Why we'd want to work with you:

AudienceView is embarking on transforming their client experience to a digital-first experience. This provides clients with appropriate digital recommendations and touchpoints throughout their partnership with AudienceView, based on insights derived from data on their product usage, their sentiment (CSAT, NPS), their requests for support and our internal observations of key metric trends.

AudienceView is investing in a team of Account Managers that will help with the development of client renewal and retention playbooks, the monitoring and continual improvement of its effectiveness, while serving to augment the client experience as needed.

What you'll do:

The primary role and responsibility of the Account Manager is to retain and grow the AudienceView book of business with a digital-first approach, augmenting this approach as needed, while also looking for opportunities for cross-sell and upsell.

• Work with CS Ops to develop and implement digital-first client renewal programs and associated playbooks that help secure renewals for the book of business in a scaled and efficient manner.
• Work with CS Ops to develop and implement digital-first retention programs and associated playbooks that mitigate any at-risk accounts in a scaled and efficient manner.
• Augment the digital experience of clients by responding to common renewal and contract questions from clients.
• Work with the Strategic Account Management team by referring high value clients to the team to help handle any overflow renewal and retention conversations, as required.
• Implement annual price lifts to meet or exceed net ARR growth in the book of business.
• Advocate for client needs internally by collaborating cross-functionally to achieve client outcomes quickly. To raise visibility to client issues promptly and to proactively identify risks and opportunities to the book of business.
• Develop adequate executive coverage for high value clients. Implement multi-thread approach to ensure that client stakeholders are identified and have appropriate internal contacts, especially with the decision makers and key influencers.
• Explore cross-sell opportunities & refer leads to the cross-sell team. This includes identifying the right decision maker contacts, aligning opportunities with the client’s strategic plans and desired outcomes and / or the client’s pain points and need for a solution.

What you'll need:

• Experience in managing a large book of business, retaining and renewing existing clients' contracts.
• Experience in working as an Account Manager or a similar role at a SaaS company.
• Experience in working with clients based in North America.
• Following KPIs/metrics to measure results.
• Excellent verbal and written communication skills in English.

Why Work at AudienceView:

• We’re a global leader in live events technology. As the essential partner to get live events discovered, attended, and remembered, we help our clients sell more tickets every single day.
• We’re passionate about live entertainment. AudienceView believes in the power of live events and its purpose is to ignite that passion in people around the world.
• We have amazing clients. Our exciting roster of clients includes sports, live music, and performing arts organizations
• Our employees love us. We offer excellent benefits, competitive salaries, flexible hours, remote work opportunities, and more!
• We're a remote-first company. Our remote culture allows our employees to have the flexibility to work anywhere in the country they are residing (Canada, the USA, UK, and Chile).
• Diversity and inclusion are paramount to building our culture. The data is abundantly clear that diverse teams are more successful because they offer different perspectives, increased innovation, faster problem-solving, and higher employee engagement among other benefits.
• Flexible work schedule: AudienceView empowers permanent employees to take off alternating Fridays by condensing their two-week schedule into 9 days. Flexible, uncapped vacation and sick policy. Employees need time away from work to recharge.

How we hire - here's a brief overview of our recruitment process:

• Screening & Resume Review: Our Talent Acquisition team will evaluate all resumes and select candidates for a video screening call for 30 minutes.
• Meet the Hiring Manager (45 minutes): Meet with the hiring manager to speak in detail about your relevant experience and learn more about the role and expectations.

Diversity and inclusion have always been at the core of our values at AudienceView. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate, and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. We also welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment process.

Disclaimer:

AudienceView does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualifications will be done face-to-face over Microsoft Teams. AudienceView does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.