Account Executive, Membership Services

EXPIRED

Stanford’s Department of Athletics, Physical Education and Recreation (“DAPER”) is the premier intercollegiate athletics department in the country. We are the proud Home of Champions! We lead the nation in NCAA Championship titles, completed an unprecedented sweep of both the men’s and women’s Capital One Cups, and have brought home the Learfield Directors’ Cup 25 times. Our dedicated coaches and staff members are guided by the core tenets of the Athletics Department culture, “The DAPER Way,” which are: Embrace Scholar-Athleticism, Pursue and Revere Excellence, Lead with Courage, and Work Cohesively.

 

Stanford Athletics currently tickets more than 100 regular season events for football, men’s and women’s basketball, men’s and women’s soccer, women’s volleyball, women’s gymnastics, baseball, and softball. In addition, Stanford Athletics tickets major tournaments and postseason events across many of Stanford’s 36 Division I varsity sports. Under the supervision of the Director, Ticket Sales and Service, the Account Executive, Membership Services is responsible for servicing, retaining and growing a portfolio of accounts by initiating and receiving phone calls, sending and responding to emails, arranging client meetings, and providing on-site support at various events.

 

 

Summary of essential job functions:

  

Retention / Customer Service:

• Responsible for managing assigned season ticket membership accounts, providing first-class customer service, and executing annual renewal and touchpoint campaigns.

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Stanford’s Department of Athletics, Physical Education and Recreation (“DAPER”) is the premier intercollegiate athletics department in the country. We are the proud Home of Champions! We lead the nation in NCAA Championship titles, completed an unprecedented sweep of both the men’s and women’s Capital One Cups, and have brought home the Learfield Directors’ Cup 25 times. Our dedicated coaches and staff members are guided by the core tenets of the Athletics Department culture, “The DAPER Way,” which are: Embrace Scholar-Athleticism, Pursue and Revere Excellence, Lead with Courage, and Work Cohesively.

 

Stanford Athletics currently tickets more than 100 regular season events for football, men’s and women’s basketball, men’s and women’s soccer, women’s volleyball, women’s gymnastics, baseball, and softball. In addition, Stanford Athletics tickets major tournaments and postseason events across many of Stanford’s 36 Division I varsity sports. Under the supervision of the Director, Ticket Sales and Service, the Account Executive, Membership Services is responsible for servicing, retaining and growing a portfolio of accounts by initiating and receiving phone calls, sending and responding to emails, arranging client meetings, and providing on-site support at various events.

 

 

Summary of essential job functions:

  

Retention / Customer Service:

• Responsible for managing assigned season ticket membership accounts, providing first-class customer service, and executing annual renewal and touchpoint campaigns.
• Renew assigned mini plan accounts and upsell into larger ticket packages.
• Retain and grow other membership programs, including, but not limited to the Buck/Cardinal Club annual fund, Cardinal Kids Club, and Block S Society.
• Respond to inbound customer service inquiries in a prompt and professional manner.
• Maintain all customer contacts, including inbound calls, outbound calls, emails, and meetings, within the CRM system.
• Assist the Director, Ticket Sales and Service to enhance Stanford Athletics’ product offerings by collecting, tracking, analyzing, and summarizing member feedback.
• Performance is evaluated by the retention and growth of the assigned portfolio of accounts, measured by total revenue.

  

Revenue Generation:

• Grow portfolio value by upselling and cross-selling existing members into other products, including Buck/Cardinal Club priority seats, premium hospitality areas, group tickets, and other memberships and sports.
• Develop, plan and execute theme days and group sales events in conjunction with home events. Drive awareness and sales for theme days and group sales events by conducting outreach to assigned account portfolio.
• Assist the Buck/Cardinal Club with the renewal of annual fund donations, solicitation of incremental donations from existing donors, and outreach to lapsed donors.

  

Event Support:

• Attend and provide support at events (e.g., home sporting events, fan events, festivals, marketing events), which include nights and weekends. Attendance at all home football games is mandatory for the Account Executive, Membership Services, unless approved in advance by the Director, Ticket Sales and Service. Coverage responsibilities for other events will be distributed across the Membership Services team as needed and at the direction of the Director, Ticket Sales and Service.
• Event responsibilities include welcoming and greeting guests, troubleshooting ticket issues, escorting clients into credentialed areas (e.g., field/court, Field Box, Sky Deck, hospitality areas), distributing giveaway items, and executing theme nights and group sales events, among other duties as assigned.

  

Other duties as assigned:

• On occasion, the Account Executive, Membership Services is expected to assist with duties that are not directly related to the responsibilities above.

  

Requirements:

Bachelor’s degree and three years of relevant experience or a combination of education and relevant experience.

  

The ideal candidate:

• Is a quick learner who can retain and apply detailed information about Stanford’s products, processes, and policies.
• Has demonstrated the ability to initiate and build professional relationships with individuals.
• Exhibits patience and empathy in their interactions with customers and colleagues.
• Completes their work efficiently without sacrificing attention to detail.
• Is adaptable and able to effectively troubleshoot when new, unforeseen problems arise.

  

Experience required:

• Excellent verbal and written communication skills.
• Excellent interpersonal skills and ability to interact with a wide range of people.
• Ability to work well under pressure and manage projects simultaneously.
• Good organizational and time management skills, including the ability to set and meet deadlines.
• Knowledge of Microsoft Office suite (Outlook, Word, Excel, and PowerPoint).

  

*Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

  

The Account Executive, Membership Services will be paid a base salary that is commensurate with skills and experience. This position will be eligible for benefits per Stanford University policy. Additionally, the Account Executive, Membership Services may receive supplemental bonus compensation based on progress towards portfolio retention and growth goals. 

 

This position, along with all DAPER coaches and staff, is responsible for the integrity of Stanford’s intercollegiate athletics program and for the reputation of Stanford University. This position is responsible for ensuring that his/her involvement with Athletics Department activities maintains the integrity of the University’s reputation and does not negatively impact the relationship between the University and its faculty, staff, students and alumni. Additionally, this position must comply with University policies and procedures, NCAA and PAC-12 rules and regulations.

 

The expected pay range for this position is $19.23 to $34.62 per hour.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

  

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/b...) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

 

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

 

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

 

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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