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.