Customer Success Account Manager

A bit about us 

EventsAir is a leading provider of award-winning event management software to organisers of in-person, hybrid and virtual events. Our software is used extensively across the APAC region and growing rapidly around the globe with an expanding presence in North America and Europe. 

As a technology leader with a long 30-year heritage in the event-tech industry, our platform and services are trusted by more than 1100 professional conference organisers, associations, corporates, government and universities. Capable of supporting small corporate events to large multi-faceted conference and exhibitions, the EventsAir platform has been used for some of the world's most demanding events including the Rugby World Cup, London Olympics and Birmingham Commonwealth Games.  

Having recently secured major investment from private equity firm, The Riverside Company, EventsAir is now poised to expand and accelerate its global presence in the lucrative event-tech marketplace. 

The Role

As a Customer Success Specialist, you will be responsible for supporting the customer during their initial implementation of EventsAir. Our Success Specialists achieve this through understanding the customers business goals and objectives, developing strong rapport, and executing against a defined event delivery and onboarding process. 

As a member of the team, you will play a pivotal role in the customers first engagement with EventsAir and their implementation of the product to assist with their Event Delivery needs. You will manage several customer projects simultaneously with a diverse set of customers. As the first touch point in a customer’s experience after the sales cycle, you will be a critical player in driving long-term customer success and demonstrating the value of the EventsAir.

In addition, you will continue to work with existing customers by providing training and project management of various other projects as needed 

What you will be doing 

• Effectively co-ordinate, manage and document multiple new customers onboarding and training projects
• Devise and deliver customized plans for customer event projects from configuration through to Event Delivery
• Prepare the most appropriate training plan for each customer based on the customers’ needs using our Online Learning Management platform and coaching sessions
• Conduct online training/meetings for our customers
• Share & document your knowledge of the customer and their specific use of the software to support and other internal stakeholders
• Maintain consistent/regular check ins with your customers to:
  • maximize product adoption and understanding of new features
  • identify new users or change of staff & ensuring that they know where to find education or how to book training
  • help customers understand and adopt new features
  • teach them how to access and work with support
  • be a trusted advisor to the customer and build long lasting relationships
  • facilitate calls with Account Management when you come across a sales opportunity
  • report on risks, issues and dependencies
• Domestic and international travel on an ad hoc basis for onsite training, consulting or event assistance

What you will need for this role

• Experience in a similar Customer Success role
• Be highly organized with exceptional communication skills
• An eagerness to learn and be a product expert on the EventsAir Platform
• Be confident, professional, calm and have a positive attitude
• Ability to work autonomously
• Have a driving a sense of urgency and manage expectations with the customer
• Take initiative and own your projects and tasks to see them through

Why Join Us

We push the limits of what is possible every day. We are a down to earth bunch. We have fun and are super dedicated. What motivates us to get out of bed every morning? The challenge to develop and create the world's best events management platform.

Additionally, we offer our team some great benefits:

• Hybrid work balance, 3 days in the office and 2 from home
• 12 weeks paid paternity/maternity leave for primary carer plus two weeks for secondary carer
• Miscarriage and still birth paid leave for both parents
• Dedicated learning and development fund for each employee
• Paid volunteer leave
• Soda fridge & kitchen snacks
• Extra 3 days paid annual leave over the holiday season
• Plus, team building activities and social get-togethers with a monthly, per head budget

If you believe you have what it takes to join our team and put customers first then please apply. Events are at in our DNA and we certainly power the Wow!