Who We Are:
Patron Technology empowers event organizers to take control of their entire event experience with our technology solutions.
Using our powerful ticketing, experiential marketing, mobile apps, and cashless products, organizers transform how audiences experience their events, drive nonstop engagement, and reach new audiences around the world.
That’s why iconic brands like New York Comic Con, Coachella, Candytopia, the National Hockey League (NHL), and Dreamforce use our suite of integrated event technology to power their events.
We are a diverse team of event goers and experts that are passionate about helping our clients transform how attendees experience their events.
We thrive in a collaborative, fast-paced environment that rewards innovation and creative thinking.
Our employees are located around the world in the United States, Canada, Europe, and Australia.
Job Purpose:
The Sr Director of Client Support oversees a 24/7, follow-the-sun Client Support Team that provides global support to clients and other internal Patron Technology teams.
We support some of the world’s largest events in sports, music, comedy, attractions, fandom conventions, theater, and cultural institutions, so the ideal candidate will thrive in a fast-paced, collaborative environment, and will have a passion for live events.
Responsibilities
- Lead global Support team, consisting of both company employees and contractors
- Directly supervise Client Support Managers in North America and Australia to provide technical support to 1,000+ clients around the world
- Thoroughly understand Patron Technology’s products
- Develop and oversee the onboarding, product certification, and professional development of Client Support Managers and Representatives
- Lead team to provide support to Account Managers, Client Implementation Managers, and Sales team
- Standardize Client transitions from Implementation to Support
- Be an expert in and champion of Salesforce Service Cloud, including Client Communities
- Directly supervise Documentation Manager
- Ensure accuracy of internal and external knowledge base documentation
- Monitor and address KPI and metric trends through Salesforce reporting and executive dashboards
- Advocate for and introduce new technology to improve processes
- Help inform core product development
- Provide escalation support to Client Support Managers
- Work with Implementation, Sales, and Account Management leaders to prioritize Client needs and exceed retention goals
- Develop and follow the staffing model and budget.
Work with Human Resources and Support leadership team on hiring initiatives
- Represent Client Support in cross functional meetings and 1:1s with other business leaders
- Develop and maintain client communications standards
- Promote a positive and rewarding environment
- Maintain awareness of market and industry trends
Job Qualifications:
- High School diploma or equivalent required; Bachelor’s degree preferred
- 10+ years experience in the live events and/or SaaS industry
- 5+ years leadership or management experience
- Experience supervising remote teams
- Extensive client-facing experience
- History of successfully leading 24/7 Client Support Team
- 5+ years Salesforce experience with focus on Service Cloud, Client Communities, and reporting
- Exceptional written and verbal communication skills
- Must be fluent in English; French language skills a huge plus
- Willingness to travel
- Strong team-building skills and ability to motivate others
Benefits:
We offer medical, dental, vision, generous PTO, 401 K Savings plan, paid parental leave (following 12 months of continuous employment), and more.
LEARN MORE:
More Information on Patron Technology
Patron Technology operates in the Events industry.
The company is located in Wexford, PA.
Patron Technology was founded in 2022.
It has 142 total employees.
It offers perks and benefits such as Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K).
To see all 27 open jobs at Patron Technology, click here .