Global Cruise Market Client Success Manager

TAIT; Lititz (Lancaster County); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision insurance

HSA contributions

FSA

Life Insurance

Disability insurance

401(k)

Paid parental leave

EAP

Wellness stipend

Voluntary benefits

Paid vacation

Job summary

TAIT is seeking a Support Manager to deliver premier client service across TAIT’s global clientele. The role focuses on building lasting relationships, coordinating with multiple departments, and tailoring solutions to each client’s system sustainment and vision.

You will manage site inspections, part repairs and orders, and oversee support agreements while ensuring high-quality, timely, and cost-effective service delivery. A track record in entertainment or live events is highly valued.

Qualifications

• HS Diploma or GED; Associates or BA preferred.
• 5+ years experience in customer support or management, preferably in entertainment.
• Experience planning projects with complex logistics and hard deadlines.
• Proficiency in MS Office Suite.
• Familiarity with ERP (Epicor) and Salesforce.
• Strong written and verbal communication with honesty and integrity.
• Willingness to work outside normal hours to get the job done.
• Comfortable providing feedback from customers to internal stakeholders.
• TAIT markets, especially cruise ship venues, theatres, and theme parks, strongly preferred.

Responsibilities

• Maintain customer relationships while advocating for the customer and TAIT.
• Provide feedback from customers on product quality and features.
• Follow TAIT QHSE and global Service & Support policies and procedures.
• Maintain client relationships ensuring clients are satisfied with services.
• Manage and exceed client expectations on scope, schedule, and contract.
• Ensure that support tickets are clear and not in breach for internal/external use.
• Manage site teams and negotiate changes to keep projects timely and profitable.
• Collaborate with technical integration and project teams to exceed client needs.
• Schedule resources with resource management teams.
• Visit sites to maintain relationships and develop new ones when required.
• Improve operations and streamline processes in collaboration with other departments.

Skills

Team Leadership

Communication

Problem-Solving

Performance Management

Time Management

Adaptability

Delegation

Conflict Resolution

Decision-Making

Customer Focus

Education

HS Diploma or GED

Associates or Bachelors degree preferred

Tools

Epicor

Salesforce

Job description

TAIT is seeking a Support Manager to deliver premier client service across TAIT’s global clientele. The role focuses on building lasting relationships, coordinating with multiple departments, and tailoring solutions to each client’s system sustainment and vision.

You will manage site inspections, part repairs and orders, and oversee support agreements while ensuring high-quality, timely, and cost-effective service delivery. A track record in entertainment or live events is highly valued.