Client Experience Lead – Live Events & Support

TAIT; Burbank (CA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, dental & vision plans

HSA contributions

Paid vacation & holidays

401(k) with company match

Wellness stipends

Job summary

TAIT is seeking a Support Manager in the United States (California, Burbank) to deliver courteous, professional, and proactive client service. You will collaborate across departments to tailor solutions for each client’s system sustainment and vision, including arranging site inspections, part repairs, and managing support agreements.

The role emphasizes strong client relationships, feedback on product quality, and adherence to TAIT policies while coordinating with site teams and project groups

Qualifications

• HS Diploma or GED required; Associates or Bachelors preferred
• 5+ years in customer support or management, ideally in entertainment
• Experience planning projects with complex logistics and hard deadlines
• Proficient in MS Office Suite
• Familiarity with ERP (e.g., Epicor) and customer service ticketing platforms (e.g., Salesforce)
• Strong written and verbal communication; high integrity
• Willingness to work outside normal hours when needed
• Experience with TAIT markets like cruise ships, theatres, and theme parks preferred

Responsibilities

• Maintain customer relationships and advocate on behalf of the customer and TAIT
• Provide feedback from customers on product quality and features
• Follow TAIT QHSE and global Service & Support policies
• Manage and exceed client expectations around scope, schedule, and contract
• Ensure support tickets remain within acceptable breach levels with clear information
• Collaborate with technical integration and project teams to meet client needs
• Schedule resources in collaboration with resource management
• Visit sites to maintain and develop client relationships
• Improve operations and processes in cooperation with other departments
• Adhere to safety policies and attend required trainings

Skills

Team Leadership

Communication

Problem-Solving

Performance Management

Time Management

Adaptability

Delegation

Conflict Resolution

Decision-Making

Customer Focus

Education

HS Diploma or GED

Bachelor’s degree preferred

Tools

Epicor ERP

Salesforce

Job description

TAIT is seeking a Support Manager in the United States (California, Burbank) to deliver courteous, professional, and proactive client service. You will collaborate across departments to tailor solutions for each client’s system sustainment and vision, including arranging site inspections, part repairs, and managing support agreements.

The role emphasizes strong client relationships, feedback on product quality, and adherence to TAIT policies while coordinating with site teams and project groups