Customer Support/Success Manager - Digital Events

Morressier is the leading platform for conferences designed for enduring value, and they are seeking a Customer Support/Success Manager for Digital Events. This role involves leading projects, serving as the primary contact for clients, onboarding new clients, and ensuring overall customer success in a digital events environment.

Responsibilities:

• 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

Requirements:

• Relevant experience in Event Management, or Customer Support/Success in a Digital Events Environment
• 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)
• Understanding and appreciation for the academic research process, interest in scientific advancement and/or scholarly communications would be advantageous