An account manager at Ticketmaster is responsible for managing the relationships between Ticketmaster and its clients. The account manager acts as the main point of contact between Ticketmaster and the client, helping the client to get the most out of using Ticketmaster’s ticketing platform and services.
Who are Ticketmaster’s clients?
Ticketmaster’s clients are primarily:
- Venues – Such as arenas, stadiums, theaters, clubs etc. that use Ticketmaster to sell tickets to events at their venue.
- Event promoters – Companies that organize and promote events, concerts, festivals etc. They use Ticketmaster to handle ticketing and box office services.
- Sports teams and leagues – Professional sports teams and leagues that use Ticketmaster as their official ticket sales platform.
So the account managers at Ticketmaster work closely with the staff at these various client organizations to ensure their ticketing needs are being fully met.
Main responsibilities of a Ticketmaster account manager
The key responsibilities of an account manager at Ticketmaster typically include:
- Managing client relationships – This is the core role. Maintaining regular contact with clients, being their main point of contact for any questions or issues relating to their use of Ticketmaster. Acting as the face of Ticketmaster for the client.
- Client success – Ensuring clients fully utilize Ticketmaster’s services and get the most out of the platform. Advising them on features or strategies that could help sell more tickets or enhance the customer experience.
- Strategic planning – Working with clients to develop ticketing plans and strategies for upcoming events and seasons. Advising them on the best approach to meet sales and attendance goals.
- Troubleshooting – Helping clients diagnose and resolve any technical issues with the Ticketmaster platform as they arise.
- Coordinating internal resources – Bringing in other departments and specialists across Ticketmaster as needed to support client needs, such as marketing, technical support, analytics etc.
- Managing partnerships – Working with various third party partners involved in client events and ticketing, such as fan clubs, credit card companies, social media platforms etc.
Skills and background
To be successful in this role at Ticketmaster, account managers typically have:
- A bachelor’s degree in business, marketing, communications or a related field.
- Experience in client services, customer success, business development or sales roles.
- Excellent relationship management and communication skills.
- Good technical knowledge of Ticketmaster platform and features.
- Analytical skills to interpret client data and ticketing reports.
- Industry knowledge such as how venues operate, how events are promoted, sports business models.
Many account managers start out in customer-facing support roles at Ticketmaster before moving into the account manager position once they have built sufficient knowledge and skills.
Day-to-day activities
A typical day for an account manager at Ticketmaster may include activities such as:
- Checking in with clients to address any urgent issues.
- Preparing for and attending client meetings, in-person or remotely.
- Making sales calls to offer clients new products, features or services.
- Reviewing client sales data and ticketing reports.
- Working on client ticketing strategies and plans for upcoming events or seasons.
- Liaising with internal teams like marketing, legal, finance to address client needs.
- Conducting regular account reviews to identify opportunities to grow client accounts.
- Planning and scheduling training sessions or workshops for clients.
- Attending industry events, conferences and tradeshows to network and promote Ticketmaster.
Account managers split their time between working at their desk, attending client meetings, event site visits, as well as occasional travel for industry events and client meetings.
Challenges of the role
Some of the challenges faced by account managers at Ticketmaster include:
- Managing many client accounts at once while ensuring excellent service levels for each.
- Getting clients up to speed and adopting new products or platform upgrades quickly.
- Resolving complex client issues and complaints.
- Coordinating with many different stakeholders and departments internally.
- Maintaining extensive knowledge of the Ticketmaster platform and ticketing ecosystem.
- Balancing strategic planning for the future and addressing immediate client demands.
- Regular travel for client meetings and industry events.
Career development
The role of account manager provides a solid foundation to pursue several career advancement opportunities within Ticketmaster such as:
- Senior Account Manager – Taking on larger, more strategic clients and more junior account managers.
- Account Director – Leading an account management team with responsibility for the highest revenue clients.
- Head of Account Management – Overseeing the account management function for a region or vertical.
- Client Relationship Executive – A senior strategic role managing large global accounts.
The skills developed as an account manager like relationship management, strategic planning, collaborating with stakeholders, project management and communication are valuable across many roles at Ticketmaster and within the live entertainment industry.
Conclusion
An account manager at Ticketmaster plays a vital role in ensuring clients effectively use the Ticketmaster platform to sell more tickets and provide excellent service to their customers. The position requires technical know-how, client management skills and industry expertise. It provides great opportunities to progress into more senior client leadership positions across the organization.
Working closely day-to-day with venues, promoters, sports teams and leagues provides invaluable insights into the live entertainment business. This can help kickstart an exciting and rewarding long-term career within the industry.
