Event Success Manager, Customer Success

The Event Success Manager will be responsible for building and maintaining project and event-focused relationships with Bizzabo customers, supporting a range of use cases across your different event types.. The Event Success Manager will work closely with our SMB and Mid-Market customers within a high volume, low touch, group customer success model, gaining rapid exposure to multiple industries, use cases, & stakeholders. The Event Success Manager is an empathetic, customer centric, event & project focused, and results-driven individual who is ambitious, personable, and interested in mastering & understanding customer use cases while balancing multiple competing event priorities with their customers. This is an exciting and dynamic role that will help build relationships with customers and will fuel event success, retention, growth, renewals, and advocacy. 

You’ll serve as the go-to resource and platform expert, helping customers drive adoption, advocate for their needs, find value in their investment with Bizzabo, and aid in growing the partnership. You will have an integral position within Bizzabo, working closely with Account Management, Solutions & Sales Engineering, Product, Support, and Services to ensure your customers’ success, ultimately securing renewals and driving growth. You are highly motivated to drive forward movement and possess a strong intellectual curiosity with impeccable organizational skills.

This is likely a role you are pursuing after spending a few years within a customer success, account management, or project management function within several organizations. The ideal candidate will have customer-facing SaaS customer success, account management, project management, or tech consultant experience, and is excited about diving into or expanding upon their knowledge of the events industry. This opportunity is ideal for those who either want to continue growing and progressing within a customer success organization and those who are passionate about building and cultivating relationships with their customers.

Bizzabo powers immersive in-person, virtual, and hybrid experiences. The Bizzabo Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver powerful business outcomes — while keeping attendee data private and secure. Bizzabo powers the events of world-leading brands — from Fortune 100 enterprise organizations and financial institutions to creative agencies and scaling tech companies. Bizzabo was founded in 2011 by Boaz Katz, Alon Alroy, and Eran Ben-Shushan. Headquartered in New York and Tel-Aviv, Bizzabo has additional offices in Kyiv, Montreal, and London to support its global customer base.

The Bizzabo Community

At Bizzabo we believe that culture is more than just happy hour and a ping pong table (though we do love a good ping pong tournament), we believe that culture is everything we do and how we do it. Our values are what help to guide us in our interactions with each other, our customers, and anyone who crosses paths with Bizzabo. Bizzabo fosters an environment of communication and trust. We don’t just offer the opportunity to share ideas, we encourage you to own your ideas and bring them to fruition.

We believe the future of events is all about choice and flexibility, which is why we've adopted a remote-friendly hybrid model for our workforce. We have offices in several major global cities, and we encourage our team to gather in-person without any requirements about how often that happens. Additionally, we have people working from 15+ remote locations around the world.

Perks

• We offer a comprehensive insurance package at no out of pocket cost to the employee, 401k, Pre-tax commuter benefits, and a generous vacation policy.
• We are a dog friendly in-person and virtual office!
• For new employees joining us during this remote work period, we offer a comprehensive virtual onboarding experience with a stipend to get your remote office set up. 
• We have frequent Bizzabonding activities including bi-weekly sponsored lunches, bi-weekly happy hours, virtual cooking classes, yoga classes, fitness classes, and other virtual bonding activities to keep our Bizzaboers engaged and connected. We welcome all new ideas and encourage each Bizzaboer to participate or lead their own virtual event!
• Our office is located on 27th and Broadway south of Madison Square Garden. This vibrant neighborhood includes great lunch spots, train accessibility, and views of the Empire State Building.

Note: All Bizzabo communications related to job postings will be conducted using corporate email. At no point will Bizzabo communicate or conduct interviews using messaging apps. Please report any suspicious communications to [email protected]

#LI-MP1 #LI-remote

Requirements

What you will be doing:

• Be a point of contact and advocate within a shared group Customer Success model for our largest segment of customers.
• Become an expert on the Bizzabo product and offerings & have an interest in knowing all aspects of the corporate event landscape.
• Develop and maintain strong customer relationships with customers who have multiple types of use cases within the team’s book of business.
• Onboard new customers, acting as the main point of contact, supporting the primary or first event hosted on the Bizzabo platform. 
• Manage and track progress on client deliverables, leveraging the use of Success Plans each quarter, to promote proactivity within customer events.
• Lead customer strategy calls, demos, and services scoping calls to aid in providing an exceptional customer experience for major events within your book of business.
• Identifying critical needs of customers and mapping appropriate resources cross-functionally including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more.
• Partake in Customer Success operations and administrative tasks such as updating Gainsight, logging tickets in Salesforce, and monitoring task & customer follow ups.
• Educate and empower clients to become self-sufficient.
• Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap.
• Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal.
• Partner closely with the Account Management team and other internal stakeholders to provide input into renewals and drive growth within your team’s book of business.
• Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo.
• Create long lasting relationships with customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads.
• Contribute to the team hitting retention, CSAT, and advocacy targets.

*Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

Who you are:

• You have a minimum 3 years experience in Customer Success, Account Management, or Project Management ideally within a SaaS organization, managing a high volume of projects.
• You have the ability to thrive in a dynamic and fast-paced environment.
• You have excellent written and verbal communication skills; your communication will be 50% written and 50% conversational in this role.
• You are highly organized and detail-oriented, capable of balancing multiple priorities across a high volume book of clients.
• You have excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization.
• You are able to build trust and rapport within the customer success team and overall organization.
• You are able to articulate the importance and value of Bizzabo to Event and Marketing executives.
• You have a proactive interest to increase customer satisfaction and see through projects with customers from start to finish.
• You possess a customer-centric mindset to prioritize customer needs and manage their expectations.
• You have a collaborative spirit and are open to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for your customers.
• You have outstanding cross-team coordination, collaboration, and project management skills.
• You have strong organizational skills and the ability to maintain accuracy and meet deadlines in a high-volume, fast-paced environment.
• You care deeply about customers and have strong technical and business acumen. You go the extra mile and can juggle conflicting priorities, both with your customers and with internal projects.
• You understand the importance of turning customers into advocates and promoters.
• Your interests include event planning, marketing strategy, digital marketing, technology, and relationship building.
• You have a fluency in Google Drive products and Apple iOS.