Leap Event Technology is hiring a Client Support Specialist for our Patron Management product (formerly PatronManager). In this client-facing role, you will provide support for this Salesforce-based CRM tailored for arts and cultural organizations, helping clients with troubleshooting, best practices, and a wide range of system questions.
What You'll Do
- Provide troubleshooting support, including gathering client information, conducting initial investigations, and escalating unusual behavior.
- Provide best practice guidance for effectively applying PatronManager tools to meet clients’ business needs.
- Communicate with clients in a timely manner.
- Handle a recommended volume of cases per week.
- Contribute to information sharing by readily asking and answering questions of peers and colleagues.
- Write documentation describing answers to commonly asked questions within internal and external knowledge bases.
- Complete team-wide tasks as assigned (e.g., queue monitoring, limited on-call).
- Consistently follow standard data security protocols.
- Travel occasionally as assigned.
- Complete venue projects (edits and new builds) for existing clients.
What We're Looking For
- 1+ year of prior Patron Management (formerly PatronManager) experience.
- 1+ year of prior Salesforce administrator experience.
- Experience working with non-profit arts organizations.
- Ability to work with clients of varied technical backgrounds.
- Strong organization, time management, and problem-solving skills.
- Robust customer service skills with a genuine focus on empathy, influence, and attentiveness.
- Strong written communication skills demonstrating clarity in instruction.
- Ability to work cross-functionally.
- Enthusiasm and curiosity for researching resolutions, problem-solving, and teamwork.
- Fluency in commonly used cloud-based apps (e.g., Google Apps, Slack).
- Familiarity with Salesforce.
- Professional understanding of computer applications and software.
- Ability to be resourceful and tenacious.
Nice to Have
- Salesforce Administrator Certification.
- Familiarity with CSS.
- Graphic design experience (e.g., Inkscape, Adobe Illustrator/InDesign).
- Currently located in, or comfortable working within, the Pacific Time Zone.
Technical Stack
- Salesforce
- PatronManager
- Google Apps
- Slack
Team & Environment
You will join our Client Support Team, a diverse and passionate group dedicated to helping organizers transform their event experiences.
Benefits & Compensation
- Medical, Dental, Vision, and Voluntary benefits.
- Generous PTO.
- Paid parental leave (following 12 months of continuous employment).
- 401K Match.
- $200 event reimbursement.
- 360 Learning, a world-class learning and development platform.
Work Mode
This is a global role open to candidates in North America.
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.
