What are the responsibilities and job description for the Customer Success Manager position at GDS Group?
Role: Customer Success Manager
Salary: $60,000 - $70,000
Location: New York (on-site)
GDS Group is a global B2B events company dedicated to helping clients meet the challenges and outpace the speed of change posed by a fast-moving, digitally disruptive business environment.
Whether it’s brokering real solutions to existing or future business projects, providing greater insight into emerging trends and their outcomes or delivering the tools needed to enable meaningful organizational change, our virtual roundtables, interactive virtual business showcases and digital summits provide the intelligence needed to deliver our customer's business objectives.
About the role
• As a Customer Success Manager, you will be the main point of contact for all our partner solution providers for our European and North American summits, spanning 60 senior executive level events across 12 different verticals. You will be responsible for working with them on the client journey from pre-summit, during the summit and post summit to ensure they receive the most value from their participation.
• You will be working in the heart of our summit division, working closely with multiple internal departments to ensure clients maximize the value of the summit through our platforms.
• You will support them in creating their unique summit profiles, demonstrating the value of their data-driven bespoke agendas and managing their post-summit process to help secure them follow up meetings and opportunities from the summit.
• You will be providing an unrivalled, white-glove experience for our clients across North America and Europe.
Responsibilities
• Act as the key point of contact between the client and the business, managing expectations, be a trusted advisor and client advocate.
• End to end management of the client customer journey, providing value and support across all touchpoints.
• Effectively welcome and onboard all clients into the business, introduce them to their campaign journey, deliverables and deadlines
• Co-ordinating with multiple stakeholders within the business to deliver on all required touchpoints to ensure a cohesive and seamless customer journey. Responsible for managing all client communications
• Managing the follow up campaign within required timeframes, responsible for ensuring clients are prepared and aware of meetings.
• Effectively managing all associated administration for business reporting.
About you
• 3 years of work experience in an Account Management or Customer Success role
• Exposure to working with senior-level executives in a client services/customer success capacity
• Exceptional communication skills – both written and verbal – with an ability to self-critique materials and proofread
• Self-motivated: Working in a proactive environment with multiple campaigns and client requirements, time management and prioritisation is vital
• An ability to vary your own communication style to meet varying stakeholder needs
• Outstanding organisational and time-management abilities with the capacity to manage multiple campaigns under pressure
• Strong relationship management skills, with the ability to build relationships with key clients and networks, both internally and externally
Preferred Qualifications
• History of supporting the business needs and expectations of C-level executives
• Proven ability to juggle multiple projects or campaigns under tight deadlines
• Bachelor’s degree in hospitality and/or event management
• Proficient in working with various IT/software programs
GDS Group offers:
• Ongoing training. Throughout your career at GDS Group you'll receive continued career development support from our management team
• Uncapped earning potential. Structured commission scheme, quarterly and annual financial incentives and prizes
• Exceptional career progression. We're ever-evolving, if you work hard and do well - with our help and support there are no artificial limits to your speed of progress
• Global opportunities. We are a global company with offices in Miami, NY and Bristol - that means great scope for our staff as well as opportunities to travel
Salary : $60,000 - $70,000
