We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Overview-
The Service & Retention Associate Manager will be responsible for retaining and upselling Season Ticket Members for the Austin Spurs while ensuring they receive meaningful value and service. This position will also support the development of CRM initiatives by working closely with Senior Manager of Ticket Sales & Service for relationship accountability.

In every position, each employee is expected to: demonstrate alignment with SS&E’s Core Values and Mission, collaborate with internal/external family members and demonstrate ongoing development.

Responsibilities-

Plans and executes the auto renewal process of Season Ticket Members, identifies at-risk Season Ticket Members and formulates retention plan.
Develops and executes a plan to increase Season Ticket Member attendance at games and events
Manages and services assigned book of business comprised of mostly, if not all, Premium Season Ticket Members. This includes collecting payments from assigned delinquent Season Ticket Members and accounts that temporarily do not have an assigned representative.
Integrates strategic benefits plan for the Austin Spurs Season Ticket Members and supervises fulfillment process.
Executes strategic Service & Retention plan with the goal of growing base of Season Ticket Members. Performance is measured by service satisfactions levels for renewals, upgrades, seat add-ons, and referrals.
Communicates and sends information important to all Season Ticket Members via email and text such as events, schedule, reports, benefits, roster changes, promotions, renewals, payments, other updates, etc.
Develops and maintains a touchpoint plan and assists Senior Manager of Ticket Sales & Service in keeping accountability of touchpoints by Sales Team.
Develops and motivates Sales Team in their Service and Retention efforts for the Austin Spurs. This may include, but is not limited to, coaching, evaluating and measuring performance results in Service & Retention areas.
Conducts periodic Season Ticket Member surveys and focus groups.

Qualifications-

Bachelor’s degree from an accredited four-year college or university
3-5 years of experience in related field
Proficient in Microsoft Office, Excel, Word, Power Point and other computer skills required
Ability to create and maintain favorable relationships
Understanding of CRM as it relates to sales, marketing and email marketing functionalities
Aptitude for influencing
Demonstrate poise, tact and diplomacy
Superior verbal and written communication skills
Ability to work long, flexible hours including evenings, weekends, and holidays
Strong teamwork aptitude required
Stand/Sit/Walk for long periods of time in an office environment and arena
Ability to work independently

*SS&E is an Equal Opportunity Employer*

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained herein represent a guarantee of employment for a specific duration. Your employment with SS&E is “at will”, which means that either you or SS&E may terminate the relationship at any time.