Client Services Manager at Miami Heat

How would you like to work for a Championship organization? We have the job for you! The Miami HEAT Data Analytics Team is seeking a Client Services Manager! This role requires a deep understanding of ticketing operations in the sports or live entertainment industry. The ideal candidate will play a crucial role in consulting both external and internal clients on operational standard processes, conducting business requirement gathering, facilitating user training on data analytics reporting, and managing support requests. We are seeking a candidate who should possess advanced knowledge of one or more ticketing systems such as Ticketmaster Archtics, Tickets.com, SeatGeek, and/or AXS. Strong problem-solving, communication, and interpersonal skills are essential, along with outstanding attention to detail.

Responsibilities: Duties and responsibilities of the role include but are not limited to:

1. Client Engagement – Consult external and internal clients on operational standard processes in box office and ticketing operations. Conduct detailed business requirement gathering to understand client needs and expectations. Collaborate with multi-functional teams to ensure seamless integration of operational standard processes. Communicate effectively with clients, internal partners, and technical teams.
2. User Training and Documentation – Facilitate user training sessions on data analytics reporting use and development. Build comprehensive user documentation that supports data literacy and reporting standard methodologies.
3. Support Management – Manage and triage clients’ support requests. Provide timely and effective solutions to issues, demonstrating a high level of responsiveness.
4. Data Analytics and Reporting – Leverage data to drive significant business impact.

Desired Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1. Experience – 4+ years of meaningful experience in Ticket and Business Operations within the sports or live entertainment industry. Demonstrable ability to work on tight timelines, acknowledging shifting work priorities, often requiring nights and weekends. Solid grasp of database concepts and hands-on experience working with SQL or related languages, data visualization and BI tools, with proficiency in Power BI or Tableau.
2. Domain Expertise – Demonstrate sophisticated knowledge of one or more ticketing systems: Ticketmaster Archtics, Tickets.com, SeatGeek, and/or AXS. Stay updated on industry trends and new technologies related to ticketing operations.
3. Education – Bachelor's degree in business, sports management, statistics, economics, finance, mathematics, engineering, or a related quantitative field (advanced degree preferred).
4. Language Skills – Excellent verbal and written communication skills and ability to convey complex concepts, and present different points-of-views.
5. Mathematical Skills – Understanding of statistics and economic principles.
6. Reasoning Ability – Strong analytical and problem-solving skills.
7. Core Proficiencies – Solid attention to detail. Ability to work independently and take ownership of projects from initiation to completion.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP