Member Experience Account Manager

Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.

Summary:

We are seeking a dedicated Member Experience Account Manager to join our Ticket Sales & Service team to serve as the primary point of contact for all VIP ticketing and hospitality needs for Cosm Club Members and key accounts. This role is essential to maintaining a best-in-class partnership experience with our most valued stakeholders. The successful candidate will provide white-glove service, proactive account management, and seamless ticket solutions for a Cosm-worthy experience through the full fan journey.

Responsibilities:

• Serve as the dedicated primary point of contact for all Cosm Club Members and key accounts at Cosm Detroit
• Manage all aspects of ticketing needs and allocations as the account manager and concierge
• Develop and maintain comprehensive Member and key account profiles documenting preferences, purchase history, and service touchpoints for personalized outreach
• Collaborate with the group sales and event production teams to coordinate and facilitate all ticketing, hospitality, and entertainment solutions
• Serve as on-site hospitality lead across marquee events and VIP event requests, ensuring seamless execution and exceptional guest experience from arrival through departure
• Manage inventory allocation and preferred seating assignments
• Coordinate premium experiences, VIP upgrades, and hospitality add-ons
• Identify opportunities to enhance fan experience and communicate recommendations to leadership
• Maintain detailed records of account preferences, event history, and client relationships
• Respond to requests with urgency and flexibility, ensuring exceptional turnaround times
• Identify upsell opportunities and communicate new offerings aligned with client interests
• Serve as liaison between the client, venue operations, and upper management for complex requests
• Generate regular business reviews and reporting on ticket utilization and Member satisfaction
• Manage and nurture Membership accounts by proactively monitoring usage patterns and engagement levels to identify renewal and upgrade opportunities
• Provide post-experience follow-up to gauge Member satisfaction, collect feedback, and identify areas for service improvement or product development
• Generate Member retention reports and insights; track membership trends and recommend strategies to improve renewal rates and lifetime value

Experience

• 3+ years of experience in ticket sales, client services, or hospitality
• Proven track record of managing high-value accounts
• Excellent communication and interpersonal skills
• Strong attention to detail and organizational abilities
• Proficiency in ticketing software and CRM systems
• Ability to work independently with high initiative and discretion
• Knowledge of sports/entertainment venues and events preferred
• Energetic, a self-starter, and able to work in a fast-paced environment
• Ability to work non-traditional hours including evenings, weekends, and holidays as required
• Solutions-oriented with a positive, team-first attitude

Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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