Client Support Specialist

Client Support Specialist

Location:

Stockholm

Division:
Ticketing Client Support

Line Manager:
Client and Event Support Manager

Contract

Terms:

Full Time

The team is part of the Global Support & Operations Organization, which aims to build a global support & operations center of excellence to achieve the highest levels of employee, fan, and client satisfaction. The EMEA Support & Operations team supports clients in the EMEA region and provides ticketing services for their events.

In this role as a Client Support Specialist, you will be responsible for delivering services to support clients' day-to-day operational needs related to the use of ticketing systems and products in facilitating ticketing operations through the life-cycle of the clients' event portfolio. You will operate in between multiple departments and make sure the client has a unified experience throughout the contract period.

You will become the clients' primary support contact at Ticketmaster, and you will work closely with clients to continuously improve service levels, sales performance, and increase client satisfaction. The Client Support Specialist will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades.

You will leverage ticketing products and process knowledge and provide consultancy services to help define solutions that fulfill clients' operational needs. In doing so, you will lead and coordinate consultancy efforts with other functional experts within Ticketmaster (Product Operations, Event Support, Client Development, Customer Support, Finance, etc.).

Client Relationship Management

• Act as the primary point of contact for an assigned portfolio of clients, delivering proactive and high-quality support.
• Build, develop, and maintain strong, long-term relationships with clients by understanding their business, operational goals, and future needs.
• Lead client onboarding and ensure a smooth transition into our services.
• Conduct regular client meetings to review operations, discuss upcoming events, and identify opportunities for continuous improvement.
• Collaborate closely with Client Development and other internal teams to ensure excellent client experience and alignment between commercial and operational objectives.

Operational Support

• Manage the operational delivery throughout the full event lifecycle, from planning to post-event follow-up.
• Coordinate operational activities and ensure all client requirements are delivered successfully.
• Monitor event performance and sales trends to support clients in achieving their objectives.
• Provide onsite event support and occasional out-of-hours support when required.
• Identify process improvements and recommend operational best practices.

Product & Technical Support

• Serve as a trusted advisor by supporting clients in the effective use of our ticketing products and services.
• Deliver training and guidance on new features, product updates, and operational best practices.
• Troubleshoot operational and technical issues and coordinate with internal specialists to ensure timely resolution.
• Support clients with event setup, event management, reporting, and operational processes.

Collaboration & Administration

• Maintain accurate client documentation and operational records.
• Prepare reports and analyze operational performance where needed.
• Work closely with cross-functional teams, including Sales, Client Development, Event Support, Product Operations, and Field Operations, to deliver a seamless client experience.
• Use Microsoft Office and internal business systems to support daily operations.

Technical Skills

• Experience in client support, account management, customer success, operations, or a similar client-facing role.
• Strong customer service mindset with excellent communication and presentation skills.
• Ability to understand operational processes and provide practical solutions.
• Excellent organizational skills with the ability to manage multiple priorities simultaneously.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Ex…