Customer Support/Success Manager - Digital Events
New
J
JobgetherDigital Events
US, US business hoursFull-TimeMiddle
SalaryCompetitive salary.
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Job Details
- Languages
- Fluent written and spoken English
- Required Skills
- Project ManagementMicrosoft ExcelCustomer SuccessData managementCustomer support
Requirements
- Relevant professional experience in event management, customer support, or customer success within a digital events environment.
- Strong understanding of or genuine interest in academic research, scientific advancement, scholarly communications, or related fields.
- Proven track record of delivering high customer and user satisfaction.
- Strong Excel and database skills, including confidence working with CSV files, manipulating data, and managing data imports.
- Demonstrated ability to work with KPIs and understand how customer activities contribute to strategic and financial business objectives.
- Excellent communication and interpersonal skills, with confidence communicating by phone and video.
- Strong organizational, project planning, and time-management skills with meticulous attention to detail.
- Ability to manage multiple projects and priorities while maintaining high-quality service and meeting deadlines.
- Fluent written and spoken English.
- Willingness to accommodate US business hours.
- Flexibility to work occasional weekends when required.
Responsibilities
- Lead digital event projects and client engagements, ensuring projects are delivered according to agreed scope, timelines, and quality standards.
- Serve as the primary point of contact for assigned clients, coordinating with internal teams to address needs, resolve challenges, and drive customer success.
- Onboard new clients through engaging video training sessions and ensure users understand the platform and relevant workflows.
- Define, present, and execute project scope in line with partnership agreements and customer expectations.
- Build strong client relationships and proactively identify opportunities to improve their experience and outcomes.
- Gather customer feedback, communicate client needs internally, and contribute insights that can influence product development.
- Present new product capabilities and developments to clients while maintaining clear and consistent communication.
- Manage post-project debriefs to gather feedback, identify lessons learned, and uncover opportunities for improvement.
- Provide responsive customer support through the shared help desk and online knowledge base.
- Mentor and support junior team members, sharing knowledge and contributing to a collaborative, high-performing team environment.
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