Customer Empowerment Specialist

Customer Empowerment Specialist

Who We Are:

HomeTown Ticketing is the trusted leader in digital ticketing offering an intuitive and easy-to-use platform for both event organizers and ticket buyers. Using flexible ticketing options and secure event management features to service schools, colleges, performing arts associations, fairs, and other organizations across the country! We’re continuing to expand our technology and team to provide the best-in-class service.

HomeTown empowers all team members through a positive company culture. Exemplifying our core values of Authenticity, Grit, Innovation, and Trust! We’re committed to providing a safe and inclusive work experience for everyone, both those working remotely and within our offices across the country. Consider joining our team today!

The Role:

The Customer Empowerment Specialist at HomeTown Ticketing will be responsible for providing advanced training and enablement support to our clients. This role is crucial in ensuring that new and established clients can proficiently utilize our ticketing and event management platform and feature updates to achieve their event management goals. This position works closely with our customers to ensure they have up to date knowledge will ultimately empower and contribute to their success in managing events and ticketing operations.

What You’ll Do:

• Oversee the comprehensive end-to-end implementation, training, and enablement process for clients.
• Act as a project manager for client onboarding, ensuring a seamless and successful experience.
• Engage with key client stakeholders to customize the platform to align with clients’ goals and unique needs for usage and scalability.
• Create engaging training content, including videos, guides, webinars, and documentation.
• Develop and deliver tailored training programs customized for clients, addressing their specific needs and objectives to enable them to achieve proficiency in using HomTown’s platform.
• Collaborate with cross-functional teams to develop and update training programs and materials, emphasizing essential features and event management capabilities.
• Provide dedicated training and troubleshooting to support and assistance in addressing clients' inquiries and challenges effectively.
• Solicit feedback from all stakeholders to identify successful strategies and areas for improvement.
• Collaborate with multiple departments and Leadership as needed to confirm alignment and mutual understanding of client requirements and custom agreements.
• Gather and document feedback and feature requests from clients to contribute to ongoing product enhancements and advocate for clients’ needs and priorities.
• Collaborate with product development teams to consider client feedback in product roadmaps.
• Stay up-to-date with software updates and industry trends to enhance personal knowledge and skills related to HomeTown’s platform and training methodologies.
• Monitor and report on the progress and success of client training regularly to internal teams.
• Identify areas for improvement in training processes, make recommendations, and execute on adjustments to improve proficiency.
• Maintain accurate and most up-to-date data and account information in CRM, along with thorough documentation of implementation and enablement processes.
• Perform other duties and special projects as assigned.

Our Ideal Candidate:

• 2+ years of experience in SaaS software training, implementation and enablement, or instructional design, preferably with a focus on assisting external clients.
• Bachelor's degree in business, operations management, marketing, or a related field preferred. In lieu of a degree, an equivalent combination of education, training, and experience will be considered.
• Proficiency in navigating and troubleshooting software applications.
• Capacity to quickly learn and adapt to new product feature updates and enhancements.
• Strong interpersonal skills to foster positive client relationships.
• Aptitude to discern and ascertain client’s knowledge deficiencies, goals, and needs to enhance training and identify product needs for clients.
• Excellent verbal and written communication skills.
• Time management skills, with the ability to manage and coordinate multiple projects simultaneously.
• Ability to function well in a high-paced and at times ever-evolving environment.
• Detail-oriented with strong organizational skills.
• Customer-centric mindset and a commitment to clients' success.
• Knowledge and understanding of utilizing a CRM software, exposure to Salesforce would be a bonus.
• Proficient with Microsoft Office, GSuite or related software.

Our Benefits:

• Medical, Dental, and Vision - day one eligibility!
• 401(k) Match - immediately vested!
• Unlimited PTO - required minimum!
• Paid Parental Leave and more.

Physical Requirements:

• Must be able to remain stationary for a long period of time, including working on a computer.
• Position may also be required to travel to client sites. This could include standing and walking for prolonged periods of time, and while outdoors in various weather conditions..

Not the Job for You?
HomeTown Ticketing has a variety of positions in various locations; please go to our career page https://www.hometownticketing.com/company/jobs-and-careers/ to explore more opportunities with us.

HomeTown Ticketing, Inc. is an equal opportunity employer. It does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.