Implementation Manager, Patron Management

Leap Event Technology is a remote-friendly company. This position is open to any candidate in North America.

WHO WE ARE:

Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.

Leap Event Technology is looking for a detail oriented and data-minded Implementation Manager to join our team to support and onboard clients to our PatronManager product. PatronManager is a CRM system that combines box office ticketing, fundraising, marketing, and staff collaboration, built entirely on the Salesforce platform. PatronManager’s clients are predominantly arts and cultural organizations (theatres, orchestras, dance companies, and museums) that use PatronManager to run their business. We believe in providing our customers with high quality technology, as well as the knowledge and expertise to use it to make their organizations successful.

Sounds interesting? Let’s talk.

AS AN IMPLEMENTATION MANAGER, YOU WILL:

• Become an expert in PatronManager

• Manage Client implementations; oversee the internal delivery process to ensure on-time and on-target implementation

  • Hold discovery sessions with clients and offer best practices 

  • Determine client needs, create and implement a project plan, and configure applicable solutions 

  • Act as main point of contact for clients throughout Implementation phase

  • Perform and manage data migration projects 

  • Train clients on PatronManager platform and best practices; contributing to individual virtual and in-person training sessions.

  • Work independently and creatively to deliver exceptional communication and client service, engaging fully with the client to provide status and details of projects

  • Communicate value of the implementation process to clients

  • Ensure smooth client transition post-implementation

  • Collaborate with internal stakeholders to ensure all aspects of the Client Implementation are completed

• Host weekly client check-in meetings throughout the Implementation project

• Clearly communicate progress of weekly/monthly/quarterly initiatives to internal and external stakeholders

• Be fluent in our Project Management tools and a champion of our shared Leap Event Technology tools, including Salesforce

• Share ideas for new features and products and suggest workflow improvements 

• Contribute to our shared knowledge base & documentation on Leap Event Technology Products & internal processes 

• Document and share creative solutions with Implementation and Support teams

• Liaise with Clients and travel onsite as needed

EXPERIENCE & SKILLS:

• HS Diploma or equivalent required; Bachelor’s degree strongly preferred

• 1-2 years client-facing project management experience

• 3+ years experience in the live events and/or SaaS industry

• 2+ years experience with Salesforce and/or PatronManager

• Experience with Salesforce ETL tools (preferred)

• Fluency in advanced Microsoft Excel features

• Comfort with data cleaning, processing, and migration

• Exceptional written and verbal communication skills

• Experience working with non-profit arts organizations (preferred)

• Ability to confidently interact with clients and professionals of all backgrounds 

• Ability to self-start and complete tasks independently

• Capacity to execute multiple client implementations simultaneously

• Strong technical skills

• Possess a passion for creating live event experiences with an eye for improving the customer experience

• Willingness to travel, including overnight and weekends

• Must be fluent in English. French and/or Spanish language skills a plus

BENEFITS:

We offer 

• Medical, Dental, Vision, and Voluntary benefits

• Generous PTO

• Paid parental leave (following 12 months of continuous employment)

• 401K Match

• $200 event reimbursement

• Udemy Business, a world-class learning and development platform

OFFICE INFORMATION:

Leap Event Technology is a 100% remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour! 

If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need.

LEARN MORE:

https://leapevent.tech/

ADDITIONAL INFORMATION:

Leap Event Technology requires all Event Operations employees and contractors who will be representing the company at a client event to be fully vaccinated at least two weeks prior to attending. Exemptions are determined by the event organizer. Employees are not required to be fully vaccinated to be present at an office facility. 

*Leap Event Technology provides equal opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.