What are the responsibilities and job description for the Senior Client Services Manager position at Global Experience Specialists?
Description
The Senior Client Services Manager maintains and expands relationships with our key customers. Assigned to high profile, complex and large revenue shows, the Senior Client Services Manager is responsible for leading overall show planning and execution and achieving key strategic account objectives. Reports directly to the Director of Client Services. Seeking candidates in the Las Vegas, Chicago or Southern California regions only.
Responsibilities
- Lead and oversee tradeshow production and provide pre show and on-site supervision at tradeshow venues for assigned accounts
- Strategic liaison with show organizer, exhibitors, hotel / convention center staffs, production personnel, internal clients and ancillary vendors with regard to all services and build working relationships and partnerships with all
- Development of Regional Team (utilize for training and mentoring)
- Contribute to the delivery of Key Performance Indicator's beyond the department LOB
- Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for the contractual period and beyond
- Facility Expert / Region Expert - including sponsorship platform for assigned venues
- Able to produce in any region based on core job knowledge and experience
- Knows internal key players across the country and able to collaborate with all
- Extensive industry knowledge and affiliations
- CEM or other industry designation required
- Represent GES at industry association functions (IAEE, PCMA, etc)
- Participate / lead panel discussions
- Proficient in all GES internal SOP's, processes and platforms
- Able to Identify and manage to varying Key Performance Indicator's
- Drive process improvement projects - either assigned or initiated
- Proficient financial acumen and margin management and drives results
- Able to identify risks and opportunities and develop solid action plans to addresses these
- Pricing model - proficient in estimating and quoting prices for complex products and services
- Partners with financial analyst to understand buying trends in order to forecast accurately
- Ability to effectively participate and present in RFP process (influential in resigning and / or gaining new business)
- Shepherd customer into the future through dedicated partnership
- Thorough understanding of GES products and services and ability to sustain influence on customer decision making
- Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary internal GES LOBs
- Leads collaboratively across LOBs (project specific)
- Strong collaboration with sales
- Proactively assesses, clarifies, and validates customer needs on an ongoing basis
- Capable of running new / modified processes for complex clients
- Meets or exceeds plan financial goals on assigned accounts
- Achieves strategic customer objectives defined within Smart Goals
- Maintains high customer satisfaction ratings - measured through Show Organizer Survey results
- Completes required training and development objectives defined within Smart Goals
- Partners closely with account Sales team(s) on the implementation of key resources, service initiatives, and other sales and management projects as needed
- Closely coordinates with Finance team to ensure revenue and costs are identified and accurate
- Works closely with Exhibitor Services leadership to ensure customer satisfaction and problem resolution
- This position will have direct report staff assigned to support responsibilities on a show / account basis
Qualifications
Work Environment
Our team members are our family, so we help our team members care for their families. The rewards of joining GES are extensive. We offer a comprehensive benefits package to all full-time employees. Here are some of the highlights :
And much more...
LI-JM1
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
