Client Success Specialist

Who We Are:

Interested in joining our team?  Here is some more information about us!  Ungerboeck provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events.  In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Ungerboeck is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, St. Louis Art Museum, Shedd Aquarium, Detroit Symphony Orchestra, SoFi Stadium, Pittsburgh Cultural Trust, and The Forum. Some of our global clients include: ExCel London,  Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

Working @ Ungerboeck:

We are on a mission to improve the lives of venue managers around the world. We are focused, and moving quickly. It is an honor and a pleasure to serve them, and we do so with software and service that exceeds all expectations.

We live by the unofficial motto of work hard play hard. Surround yourself with highly motivated co-workers that push you to be your best each day. Ungerboeck offers the career opportunities and fast-paced, exciting environment of a growth company where you can make a direct impact on our product and customers.

Client Success Specialist - Remote

The Client Success Team is growing! This is a *new* full-time position being created at Ungerboeck. Our headquarters are in Knoxville, Tennessee, but we are considering remote employees for this position.

We think of ourselves as a service company that makes great software, and Client Success is the foundation of everything we do. As a Client Success Specialist, you will communicate with and assist our clients through support emails, phone calls, and online training meetings.

Since data-driven reports and document templates are key for our clients, you’ll need to learn and master our tools for building these. Working directly with our clients as well as our implementation consultants, you’ll distill business requirements and craft the reports and document templates used in both day-to-day operations as well as business analytics.

Additional roles include assisting with software testing and the setup of new accounts, conducting online support and training, gathering feedback for our product team, and providing technical support to both clients as well as other members of the VenueOps team.

Responsibilities:

• Provide technical support for new and existing accounts (VenueOps and EventBooking Classic).
• Answer customer phone calls.
• Respond to incoming customer email requests.
• Manage inbound support channels: Help Scout, phones, emails, and Microsoft Teams.
• Design and develop document templates requested by clients.
• Design and develop custom VenueOps Insights reports requested by clients.
• Assist the QA team with software testing.

• Customer service experience
• Excellent phone and email communication
• Proficient in Microsoft Suite (Word, Excel, etc) /or Google Tools (Docs, Sheets, etc.)

Preferred qualifications:

• Venue/event industry experience
• Please note in your cover letter if you have experience using EventBooking Classic or VenueOps.
• Experience with report writing tools and relational databases (e.g. DevExpress, Crystal Reports, or MS Access) is preferred

What makes you a great fit for this role:

• You are a current or former EventBooking software user (EventBooking Classic /or VenueOps) *Not required
• You have venue/event industry experience
• You communicate professionally, yet personably, in person, on the phone, and over email.
• You are empathetic and patient when assisting and educating others on complex topics.
• You are detail-oriented and take pride in doing excellent work.
• You love serving people.
• You are a team player.
• You like to keep everyone in the loop - you don’t hold back communicating about goals, expectations, tasks, and feedback; you expect the same from others.
• You get excited about SQL databases, data analytics, and reports, and are proficient with systems such as MS Access, DevExpress, Excel, or Crystal Reports.
• You love cutting-edge technology; you just get it! But you also empathize with those who may not be as savvy and enjoy explaining and educating others about it.
• You enjoy working through both routine tasks as well as tackling the occasional curveball or larger project.
• You have experience with HTML or creating and formatting digital documents — and have an eye for detail and aesthetics.
• You’re great at “zooming out” to see the big picture, but not afraid to drill down to the details when needed.
• You are self-motivated and thrive working in a fast-paced environment.

What’s in it for you?  

• Full benefits & exceptional 401k match   
• Working in a team of smart, yet down-to-earth colleagues who challenge you to be your best everyday   
• 3 weeks PTO, 8 paid holidays, and 2 paid floating holidays per year  
• Flex Time and Work from Home options   
• Personal training 
• Win at life by loving your job 

*All your information will be kept confidential according to EEO guidelines.

Ungerboeck is an equal opportunity employer and does not discriminate based on race, color, national origin, age, religion, creed, disability, veteran’s status, gender, sexual orientation, gender identity or gender expression.