TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life.
With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock ‘n’ roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT’s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics
Position Purpose
Entertainment Client Support Managers provide exceptional service and support to TAIT’s diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns. The work involves considerable client contact with an emphasis on providing support bespoke to the client’s system sustainment and vision. Support Managers work with clients arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.
Essential Responsibilities/Accountabilities
- Maintain customer relationships while advocating on behalf of the customer and the company.
- Provide feedback from customers on product quality and features
- Partnership with the commercial and product teams on client health, needs and future growth
- Manage and exceed client expectations to agree on clear scope, schedule, and contract.
- Visit sites and meet with clients to maintain relationships and develop new ones when required.
- Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
- Follow global Service & Support policies and procedures.
- Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.
- Collaboration with TAIT technical integration and project teams in order to exceed clients’ needs.
- Manage and schedule resources in collaboration with resource management teams.
- Effectively manage client cashflow and income.
- Identify, source, and supply spare and replacement parts in partnership with other TAIT departments.
- Work proactively, taking the initiative where necessary, with minimum supervision
- Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.
- Cover and support colleagues when required
- Adhere to all company safety policies and procedures.
- Attend meetings, seminars, and training sessions as required.
- Perform assigned duties according to the policies and expectations prescribed by the company.
Minimum Qualifications
- Experience working in technical or production management, preferably in the entertainment sector.
- Bachelor's degree or equivalent qualification/relevant experience
- Solid customer support/service experience with a customer-first mindset focused on efficiency and customer satisfaction
- Strong leadership and management skills
- Working knowledge and understanding of the entertainment sector and technical systems.
- Plans, organises, schedules and budgets effectively.
- Proficient written and verbal communication skills.
- High level of honesty and integrity
- Experience planning projects with complex logistics and hard deadlines
- A teamwork-driven approach to problem-solving
- Demonstrates ability to understand and absorb new skills and information quickly and proficiently
- Possesses a “can-do” attitude
- Flexibility and willingness to occasionally work outside of normal business hours to meet a deadline.
- Comfortable providing feedback from customers on product quality and features to internal stakeholders
- Familiarity with ERP systems (e.g. Epicor) and customer service ticketing service platform(s) (e.g. Zendesk)
- Proficiency in MS Office Suite
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TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.
