Lead projects & events ensuring we deliver an awesome client experience and mentoring more junior members in the team
Serve as the primary point of contact for dedicated clients, interfacing with the broader Morressier team to meet needs, solve challenges, and ensure overall customer success
Onboard new clients via video training calls
Present, define and execute on project scope according to partnership agreements
Get product feedback and represent clients needs and future roadmap
Present new product developments to clients and ensure consistent communication
Manage post-project client debriefs
Deliver outstanding customer service using the shared Intercom help desk and the online knowledge base

Relevant experience in Event Management, or Customer Support/Success in a Digital Events Environment
Understanding and appreciation for the academic research process, interest in scientific advancement and/or scholarly communications would be advantageous
Proven track record of high satisfaction rates (clients and users)
Excellent Excel/database skills, comfortable with manipulating .csv files and managing data imports
Focus on KPIs that drive company success and strategic and financial targets
Excellent communication skills, comfort on phone and video, ability to put clients at ease
Strong organizational and planning skills with meticulous attention to detail
Fluent English (spoken and written)
Willing to accommodate US business hours
Willingness to work on weekends (extra days will be compensated)

Customer Support/Success Manager – Digital Events

Key skills