Key Account Manager

Overview

Job Description

We are seeking a dedicated and experienced Key Account Manager to join our dynamic team in the performing arts industry. In this critical role, you will be responsible for nurturing and maintaining relationships with our high-profile Customers, ensuring their needs are met with the utmost professionalism and care.

This position requires a deep understanding of the performing arts ticketing sector, as well as a passion for fostering long-term partnerships that drive mutual success. The Key Account Account Manager will act as the primary liaison between our organization and key accounts, developing tailored strategies that align with our Customers' objectives and enhance their engagement. You will lead the charge in identifying opportunities for growth and improvement within our service offerings, all while ensuring a seamless experience for our Customers. As part of your role, you will collaborate with various internal teams to deliver on our commitments and elevate the Customer experience. This is an exciting opportunity for a results-oriented individual who thrives in a fast-paced environment and has a genuine interest in the arts community. If you are a strategic thinker with exceptional communication skills and a proven track record in account management, we would love to hear from you.

The Key Account Manager position is a critical part of our Customer Success team and will be a key advocate for our Customers, helping On the Stage ensure we are consistently building a product that meets and exceeds their expectations. Your skills and enthusiasm to perform well in this early stage opportunity has tremendous upside for you in growth and compensation. This is a Mid-Level position that does require experience, preferably in Account Management, Customer Support, and/or Box Office experience. Our Customer’s journey with On The Stage starts with you.

Company Description

On The Stage provides an all-in-one online SaaS platform designed for community, educational, and independent theatre makers; that was created by theatre professionals with real experience in the tech industry.  We make Broadway caliber technology tools available to empower live arts producers to achieve their creative and financial goals.  On The Stage provides an inclusive environment that welcomes people to join us and make a difference for our client arts organizations. 

Our end-to-end SaaS platform includes a comprehensive online ticketing system, public-facing promotional sites, configurable engagement features, live capture and streaming software, and other best-in-class resources. In your role you can help our client organizations see significant benefits from our platform's ability to produce/manage live or virtual events, increase their ticket sales, save time, and elevate the stature of their program with their audience and in the community. Over 1 Million tickets have been sold via our platform for our clients, which continues to increase each month! 

Founded a Tony Award winning producer and serial tech entrepreneurs with multiple $8 figure exits between them and funded by a group of angel investors experienced in both tech and the Arts who are focused on empowering theatre markers with great technology. 

We believe:

• Creativity thrives when artists and educators have the resources they need.
• Live Art is most successful in a sustainable environment of mutual appreciation and exchange with its audience.
• Everyone deserves access to the tools and support they need to bring their artistic visions into the world.

We’re in the business of technology, but in service to the arts. For more information about On The Stage, visit: www.OnTheStage.com.

Responsibilities:

• Relationship Management

  • Serving as the primary point of contact for Key business Customers, building and maintaining strong relationships with key stakeholders, including potentially C-level executives. This includes understanding their unique business needs, goals, and challenges
  • Act as the primary point of contact for high-profile Customers, addressing their needs and concerns promptly while consulting with them on ways to maximize revenue and sales through the OTS platform
  • Conduct quarterly business reviews and performance assessments to ensure Customer satisfaction and retention.
  • Prepare and present reports on account performance and industry trends to both Customers and internal stakeholders.
  • Monitor industry trends and market conditions to remain informed and proactive.
  • Drive ongoing customer engagement with our platform; advising them on best practices in the platform and helping them develop programs within their organizations to accelerate ticket sales 
  • Facilitate valuable Business Reviews with customers to ensure they are consistently achieving their goals with On The Stage
  • Partner with customers to achieve their sales and goals including a key focus on optimizing top of the funnel conversion metrics

• Driving Adoption & Satisfaction

  • Implement platform through a measured project plan for new Key Account level Customers to accelerate their demonstrable “time to value” and maximize the impact of this  partnership with On The Stage 
  • Collaborate with cross-functional teams to ensure successful project execution and satisfaction.
  • Onboard new customers so that they see overall impact and value in their partnership with On The Stage as quickly as possible 
  • Compile and manage organizations training documentation and support cases
  • Resolve escalated ticketing issues providing the highest level of customer service 
  • Becoming an Industry Expert with researching trends and best practices, reading business publications, seeking out learning and development opportunities and utilizing internal training resources
  • Schedule and manage monthly meetings and quarterly Executive Business reviews with each customer
  • Ability to create strong and trusting relationships with consistent open communication at multiple levels within customer organizations

• Reporting & Analytics

  • Proactively engage with customers to drive product adoption, ensure satisfaction, and identify opportunities for expansion (upsells/cross-sells) that reduces churn to a target below 6% and increases reoccurring revenue to 110% for book of business
  • Source, document and track Key Performance Indicators for each producing partner.
  • Responsible for meeting strategic KPIs and activity metrics that drive the business and the organization forward 
  • Prepare and deliver presentations and reports to Customers, showcasing services and performance metrics.

• Sales & Revenue Generation

  • Meet and exceed revenue goals (NRR & Year 1 Revenue) for Customer Account base through upgrades, platform engagement and expansion of services
  • Manage the Customers contract timeline through successful execution of renewal 
  • Identify opportunities for account growth and propose tailored solutions to meet Customer objectives.
  • Negotiate contracts and agreements to meet both Customer needs and company objectives.
  • Drive win-back activities for churned Customers through re-engagement

• Internal Collaboration

  • Collaborate with cross-functional teams to ensure successful project execution and  satisfaction.
  • Advocate for customer needs, by listening to their use cases and deeply understanding why they need what they need.  Then partnering with the On The Stage Product Team to meet these needs. 

This is a full time job with benefits. Compensation is competitive with base salary and a bonus plan. Remote work may be available for the right candidate based in the Eastern Time Zone. Must be authorized to work in the United States.

Requirements

• Demonstrated experience in the utilization and management of high-volume ticketing systems and events.

• Minimum of five years of experience in Account Management or Customer Success, preferably within a SaaS Ticketing organization.

• Extensive experience in account management, sales, or business development, preferably within a B2B or enterprise environment, with a proven track record of managing Key, strategic accounts and exceeding sales targets.

• Proficiency in CRM software (e.g., Salesforce) for Customer relationship management, sales activity tracking, and account performance analysis.

• Strong analytical skills with the ability to interpret data and make informed decisions regarding account performance and strategies.

• Exceptional communication, negotiation, and presentation skills, with a focus on building rapport and trust with Customers, including the ability to communicate, present, and influence stakeholders at all organizational levels, including executive and C-level.

• Comprehensive understanding of relevant industry trends and challenges, and potentially experience in selling complex, high-value solutions to executives.

• Strategic thinking, problem-solving abilities, proactivity, and a Customer-centric mindset.

• Experience in or with the Performing Arts or Box Office environment. Bonus points for roles that included a focus on optimizing ticketing, pricing, or marketing initiatives.

• Proven ability to prioritize and engage with multiple customers and requirements simultaneously, with high-quality execution.

• Ability to work effectively as part of a global organization managing multiple time zones and customer engagement.

• Strong verbal and written communication skills, with the ability to initiate, establish, and nurture meaningful business relationships over the phone.

• Outstanding presentation and time management skills.

• Flexible and adaptive to change in a highly dynamic work environment.

• Ability to maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture.

• Experience working on a performance-based compensation structure (base + commission).

• Proficient with Salesforce, Google Suite, and experience working in customer support systems.

• A Bachelor's degree or equivalent from an accredited university is preferred.

Equal Opportunity Statement

On The Stage is committed to strengthening our culture of inclusion through our hiring practices. We recognize and celebrate that we are better able to grow and learn together with a diverse team. When recruiting for On The Stage, we welcome the unique contributions that diversity of personal experiences brings to the team. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. All are welcome at On The Stage. 

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