Client Success (Program) Manager - Remote

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Posted 11 days ago United States Salary undisclosed
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Job Description

RainFocus, one of the most innovative software companies in the heart of Utah's Silicon Slopes, is in search of an exceptional Client Success Manager.

About RainFocus

RainFocus cares about its employees, customers, and the world in which we live. Our rapidly-growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market - it will be challenging, fun and exciting.

About the Role

The Client Success Manager plays a critical role in ensuring clients achieve event marketing success utilizing the RainFocus Platform and event deployment methodology. CSMs partner directly with clients at all levels as well as internal RainFocus Sales, Services and Product teams to develop and execute plans that enable client success. As a delivery partner, they are responsible for owning and driving the client program roadmap. They help ensure the established scope stays on track, that goals and deliverables are met, and that all stakeholders are informed of program progress. CSMs tie together internal efforts over time and multiple client events to establish efficient processes and learnings.

Responsibilities
    • Industry expertise:
    • Apply industry and RF methodologies to support successful event delivery
    • Research industry best-practices to support prospect & client needs
    • Document best-practices in the form of an account program playbook
    • Consult with clients, sales, and implementation teams to infuse industry practices into client implementations
    • Relationship development:
    • Develop success plans with client and account Sales Director/Account Manager
    • Build "high and wide" relationships with client event sponsors and business stakeholders
    • Facilitate key client meetings, e.g. steering committees, business reviews, post-event consultation, etc
    • Plan and execute regular business reviews with clients
    • Advocate for clients internally as necessary to improve account health
    • Delivery:
    • Coordinate long-term program/project roadmap
    • Develop and manage the Client Program Playbook for all future implementations with the specific client
    • Pull together account level dashboards for all events per client
    • Create a Program "matrix" with events, stages, stakeholders, etc
    • Managing across multiple vendors and events
    • Attend regular account meetings with client
    • Attend and participate in internal CS leadership meetings and initiatives
    • Partner with TAM to create and uphold Top Shelf client experience over the life of the client relationship
    • Partner with the Project Manager(s) to assist, when needed, with:
    • Ensuring all dates and deliverables are being tracked and met
    • Managing internal milestone notifications
    • RAID tracking
    • Change order tracking
    • Coordinating Devops and cloudops
    • Coordinating live event support matrix with client
    • Virtual and Onsite Management
    • Account-level budgeting
    • Sales support:
    • Partner with prospects to identify key objectives
    • Support account team with new client scoping, resource, and solution planning
    • Identify opportunities to expand within assigned clients working jointly with Sales
    • Analysis and insights:
    • Work with clients to set strategic event goals
    • Develop outcome measurement approaches for clients
    • Analyze event trends and outcomes
    • Collaborate with clients to validate insights and identify proxy metrics for event marketing success


Qualifications
    • 4+ years program management experience in SaaS or software implementations
    • Experience managing software implementation projects
    • Experience working in a consulting environment or client-facing role
    • Exceptional written and verbal communication skills
    • Ability to lead sponsors/stakeholders toward appropriate business solutions
    • Skills in schedule, cost, and risk management
    • Experiencing using various project management tools to coordinate and manage complex projects
    • Excellent interpersonal, organizational, analytical, and follow-up skills
    • Highly self-motivated, autonomous self-starter with excellent follow-through, and takes ownership
    • Strong technology acumen and a love of researching new solutions to enhance the event experience and improve event operations
    • Experience designing large-scale complex solutions
    • Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges
    • Highly detail-oriented with proven ability to document systems and processes
    • Event management experience preferred but not required


Personal Characteristics
    • The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:
    • Ability to take initiative
    • Challenger mentality with the ability to drive client discussions
    • Ability to organize ambiguous ideas into concrete deliverables
    • Able to prioritize competing deadlines
    • Determined, strong and organized leader
    • Team-player
    • Self-motivated
    • Strong Communicator
    • Superior Judgement


Success Measures
    • On-time delivery
    • Client satisfaction
    • Project budget / margin
    • Overall CSAT for assigned accounts


Location/Travel

Remote opportunities are available for non-Utah based candidates. Office environment. Total travel could be up to 30%. The nature of the travel is being onsite at client events, which may include weekends, as well as postmortem and client-driven meetings.

Why work at RainFocus?

At RainFocus we delight millions of attendees at large-scale events by delivering better insights, experiences, and marketing. We were able to pivot our product and services offering in 2020 to continue growing and serving new clients and events.

As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our platform at events around the world. Additionally, RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.

What are you waiting for? Apply today! We need more talented, hard-working, fun-loving team members just like yourself!