SENIOR ACCOUNT MANAGER FOR TICKET SERVICE & RETENTION

EXPIRED

SENIOR ACCOUNT MANAGER FOR TICKET SERVICE & RETENTION

Req #:

Req #:

230818

SENIOR ACCOUNT MANAGER FOR TICKET SERVICE & RETENTION

Req #:

Req #:

230818

Department:

INTERCOLLEGIATE ATHLETICS

Job Location:

Seattle Campus

Posting Date:

02/12/2024

Closing Info:

Closes On 02/26/2024

Salary:

$3,640 - $4,864 per month

Other Compensation:

Union Position:

Yes

Shift:

First Shift

Benefits:

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.

Washington Athletics aims to inspire champions in competition and in the classroom. We exist to enrich the lives of students to positively impact our community and world for generations to come. Operating with the four core values of growth mindset, committed service, humility and grit, the Huskies choose to lead by example. All Husky Athletics staff make an IMPACT by committing to creating a purpose driven culture that impacts students and our greater community. We engage in GROWTH through dynamic conversations, embracing creativity, and recognizing that every challenge represents an opportunity to learn. We are a COMMUNITY who strive to create experiences for our stakeholders every single day. At our core is the belief that INCLUSION means creating spaces and places that reflect equity, advocacy and belonging for all.

With over 650 student-athletes participating in UW's 22 sports programs, the department of Intercollegiate Athletics is committed to providing student-athletes with the ability to compete for national and conference championships while working toward a degree from one of the world's leading public research universities.

For more detailed information, please visit our Washington Athletics Candidate Dashboard.

The Senior Account Manager for Ticket Service and Retention reports to the Assistant Director of Customer Retention & Engagement.

DUTIES AND RESPONSIBILITIES

Account Outreach (30%): The Senior Account Manager must track and report all service efforts and task activities using Paciolan ticketing, Salesforce CRM, and Lutz Advantage PacFund development software. Campaign, renewal, outreach and engagement progress reporting and updating is tracked and monitored regularly. Tracked items include phone calls, texts, email correspondences, and in-person interactions with a minimum of 35 outbound phone calls and 75 total activities every workday.

Customer Service (25%): The Senior Account Manager will be challenged to strengthen engagement and involvement of each assigned account portfolio through in-person, phone, digital, and electronic communications with the goal of delivering superior levels of customer service to all UW Season Ticket Holders consistently throughout the year. This position will specifically be asked to work with some of our more tenure or higher ranked accounts that require additional ICA knowledge and expertise. They will develop relationships with both current and new account holders in order to provide a first-class experience. Senior Account Manager will also manage and coordinate ticket related external responses to public inquiries that are received by ICA Senior Staff and other ICA units.

Revenue Generation (25%): The Senior Account Manager will actively reach out to season ticket holders to collect renewal payments and donations, upgrade seat locations, and add on amenities for Football, Men’s Basketball, Women’s Basketball, Volleyball, Baseball, Softball, Men’s Soccer and Women’s Soccer season ticket accounts. Add on amenities include invitations to open practices, events such as the annual Spring Preview, or access to the Backcourt Club and pre-public access to single game, partial plan and group tickets. The Senior Account Manager will process cash, check, and credit card transactions, and will monitor their monthly progress to meet or exceed yearly renewal revenue goals and annual new business revenue goals. Senior Account Manager goals for donation generation and account renewal percentage will be set with expectations that they will exceed those of an Account Manager.

Collaboration (15%): The Senior Account Manager must participate and contribute to our weekly team meetings or training sessions while continually evaluating ways we can improve our services to our clients. Natural collaboration with the Tyee Club Team is imperative to success while building relationships with donors and teamwork with development professionals. Senior Account Manager may be asked to represent the Retention unit in larger ICA department planning meetings and settings. The position will provide lead support to the Associate AD – Ticketing on special projects, serving as liaison to other department units on collaborative events and projects. The Senior Account Manager should provide input to our business strategies team in an effort to not only improve the current fan experience but increase our new fan exposure. The Senior Account Manager will be the lead liaison between Operations and Retention units for campaigns and renewals. Work with the operations team on the exchange of information and data in formats and data sets that best support ticket sales and renewals. This position will contribute in a positive manner to not only the team but the entire athletic department.

Events (5%): Senior Account Manager will take a lead role in supporting UW Athletics season ticket holder special events and projects. Initiate and facilitate project work, serve as spokesperson back to the Associate AD for Ticketing, and lead the organizational steps needed to set up and staff events. Engage account holders with enrollment, troubleshoot customer issues such as account log-in issues, requests to reprint tickets, or assistance with forwarding tickets and positively and proactively interact with event attendees. The Account Manager will manage the attendee experience and track in-person touchpoints during events, assist in set up and take down prior to and after events, and report and debrief post-event wrap-ups.

Compliance with the rules and regulations of the University, the NCAA, the Pac-12 Conference, the State of Washington and any other governing body is of paramount importance to the University. The overall responsibility of this position is for the successful operation of the program in full compliance with all such rules and regulations. As a condition of employment, the Employee shall be required to participate in rules education programs offered by the Department of Intercollegiate Athletics.

MINIMUM REQUIREMENTS

High school graduation or equivalent AND two years’ experience in the program specialty OR equivalent education/experience.

ADDITIONAL REQUIREMENTS

Must have a minimum of two-years of experience in sales or service in a similar or related industry and be a proven problem-solver. Applicants must possess a working knowledge and hands-on experience with CRM solutions like MS Dynamics, Salesforce, or Paciolan. Familiarity with Microsoft Office programs (Excel, Word, PowerPoint, and Outlook). Strong sense of time management with an ability to work independently, as well as, collaboratively as part of a team needed. Ability to handle a heavy workload but be able to adapt quickly to an always changing industry. Extremely strong communication skills and a customer-focused outlook are essential to success in this position.

DESIRED QUALIFICATIONS

Bachelor’s Degree, preferably in Business, Marketing, Sports Management, or related field.

CONDITIONS OF EMPLOYMENT

Must be available to work non-traditional hours during evenings and weekends, as needed for games and special events.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

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