Exhibitor and Customer Success Manager

DIA is a global healthcare association that mobilizes life science professionals from across all areas of expertise to engage with patients, peers, and thought leaders in a neutral environment on the issues of today and the possibilities of tomorrow. We envision a world where powerful health interventions and health-management tools are rapidly discovered, developed, approved, and made accessible to all.

It is an exciting time to join DIA as we lead the life sciences industry into the future of truly global and digitally enabled knowledge sharing and creation. By joining DIA, you join our mission to drive better health solutions for patients and stay at the forefront of the healthcare revolution. Candidates must live within commuting distance of the DIA Washington, DC office.

The Exhibitor and Customer Success Manager handles inquiries, coordinate logistics, process orders, and address issues promptly. Serve as a liaison between exhibitors and event organizers to ensure compliance with event guidelines and deadlines. Manage the fulfillment of collaboration partner agreements by ensuring timely delivery of benefits and services. Provide customer facing communication to fulfill Sponsorship packages and ensure cross functional alignment for internal benefit delivery.

In this role you will:

Exhibit Management:

• Manage exhibit fulfillment & logistics for Specialty Meetings including but not limited to oversite of exhibitor set-up in Personify, order processing/tracking, floorplan management, exhibitor correspondence, on-site event coordination, and customer service.
• Coordinate and maintain exhibitor design collateral including but not limited to prospectus, exhibitor directories, signage, etc.
• Track and coordinate ancillary exhibitor events with the hotels to ensure inclusion in the RFP (Request for Proposal) process.
  
  

Business Development and Sales Collaboration:

• Collaborate with Business Development and Americas Leadership teams regarding new exhibit and hosting opportunities for events.
• Recommend & implement pricing changes.
• Liaise with DIA marketing in the creation of the Exhibitor Prospectus.
  
  

Fulfillment of Collaboration Partner Agreements:

• Provide white-glove fulfillment services to DIA customers with whom we have multi-product agreements.
• Ensure that the fulfillment of customer agreements is communicated & executed across all internal DIA functions and business units.
• Serve as primary DIA point-of-contact for communication to customers regarding delivery of products.
• Troubleshoot all customer issues to ensure satisfaction.
• Develop tracking & reporting tools for internal and external communication of progress against agreements.
  
  

General Administration:

• Track and maintain exhibitor statistics for meetings including but not limited to new exhibitors, usage of hosted opportunities, mobile app statistics, and exhibitor satisfaction.
• Liaise with 3rd party vendors to provide timely and accurate information. Current vendor services include but are not limited to lead retrieval, ad sales, housing, VIP Guest Invites.
• Ensure that exhibitor payments are received timely and, as necessary, liaise with Finance for assistance with collections.
• Assist with budgeting process.
• Special projects and other responsibilities as assigned.
  
  

Employment Type: Full-time, salary range $65,000.00 - $80,000.00 based on prior experience and skillset

To join us, you should have:

• Bachelor’s degree required, or a minimum of 3 years of equivalent experience
• 1 year of experience in exhibit management or a customer-facing role.
• Project management experience with a track record of meeting and exceeding project timeline deadlines.
• Highly organized and detail-oriented with excellent follow-through and communication with all stakeholders – internal and external.
• Working experience and expertise with relevant systems. Intermediate-advanced experience with In-Design, Adobe Suite, Microsoft Suite; Sitecore and Personify (or other AMS/CRM) experience preferred.
• Certified in Exhibition Management (CEM) preferred.
• On-site attendance at assigned multi-day meetings is expected.
• Fluent in English. Proficiency in other languages is a bonus.
  
  

DIA offers an excellent total rewards package and perks including:

• Competitive compensation including incentive bonus
• Robust benefits with employer HSA contribution
• Employer 401(k) Safe Harbor match
• Generous PTO plan – goes up each year
• 8 Holidays and 3 Floating Holidays
• 3 Wellness Days
• Paid parental leave
• Charitable donation matching
• Flexible hours and hybrid work environment (on-site Tuesday, Wednesday, and Thursday)
  
  

DIA is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other applicable legally protected characteristics.