Strategic Client Success Manager

Leap Event Technology is a remote-friendly company. This position is open to any candidate in North America.

WHO WE ARE:

Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.

Sounds interesting? Let’s talk.

Position Summary

The Strategic Client Success Manager (SCSM) is responsible for providing superior support to Leap's Strategic and highest-valued clients. They are accountable for deeply understanding their assigned clients' business needs and objectives and proactively managing support relationships to promote growth and loyalty. The SCSM should possess a solid working knowledge of Leap's products and services and ensure clients are well-positioned for success.

This position requires a high level of attentiveness to the client's needs and a strong sense of ownership and urgency. The ideal candidate should have proven experience in problem-solving, effective communication, diligent record-keeping, and a solid dedication to providing an exceptional client experience.

Requirements, Duties, and Responsibilities Summary

• Manage and oversee a support portfolio of strategic and top-tier client accounts and cultivate strong relationships to drive a seamless client support experience. The SCSM will engage with clients and internal partners regarding client event objectives and needs, proactively monitor the accounts, and be involved in ongoing projects.
• Work with the Strategic Client Partner (CP) to understand and assist with implementing strategic account plans to ensure clients maximize their use of Leap products and services based on data analytics and insights. 
• Consult with the Client Partner and Implementation Manager to fully comprehend new accounts' scope and strategy, objectives and inclusions, and event structure to ensure a smooth transition from Implementation Manager to Strategic Client Success.
• Collaborate closely with Project Managers and CPs to ensure clients receive support, their needs are considered, and their deliverables are on track. This partnership involves regular communication, aligning project goals, and coordinating efforts to address any client concerns or changes in project scope.
• Responsible for assisting clients with ongoing support needs while communicating with clients promptly
• Coordinate client onsales, including setup. Understand critical information related to the onsale. Be present in the onsale war room and assist with assigned roles.
• Participate in client meetings and onsite events, both remote and traveling to attend in person. 
• Manage clients’ expectations by thoroughly explaining processes and products, identifying and mitigating challenges, and establishing clear communication lines.
• Maintain a strong understanding of Leap products, services, and partnerships. Contribute product ideas and attend product release meetings and trainings.
• Support data integrity of client records by keeping thorough and up-to-date Salesforce records, including capturing all client interactions in Salesforce. Ensure team members can access current and relevant support information, client contacts, and client information sheets. 
• Act as the main point of contact for support requests and issues for assigned clients.
• Advocate for
  client self-sufficiency and product adoption while working with clients.
• Handles escalated client issues and collaborates with internal stakeholders, including the CP, to resolve them while managing client expectations.
• Provide troubleshooting support, including gathering pertinent information from the client and conducting any initial investigation, testing, and escalation of unusual behavior. 
• Assist with documentation needs to support the internal and external knowledge base.

Expectations of the Strategic Client Success Manager Role

• Proven experience supporting high-value client relationships
• A passion for live events and excellent client service
• Works to fully understand client requests and issues to find the best solution
• Strives to build and share technical product knowledge 
• Works with a sense of urgency and takes ownership of the client’s issues
• Makes clients feel appreciated and valued, and strives to have a positive effect on the client experience
• Leads with collaboration to understand client needs fully and to drive optimal solutions

Experience & Skills:

• 2+ years experience in the live events or SaaS industry
• 3+ years experience in a client-facing or related role
• Proven experience supporting high-value clients
• Strong problem-solving and customer service skills
• Excellent communication and interpersonal abilities
• Proficient in Salesforce or CRM software 
• Must be fluent in English. French and/or Spanish language skills a plus
• Ability to travel to support clients
• Ability to work non-traditional hours when required to support our global initiatives

BENEFITS: 

We offer 

• Medical, Dental, Vision, and Voluntary benefits
• Generous PTO
• Paid parental leave (following 12 months of continuous employment)
• 401K Match
• $200 event reimbursement
• Access to learning & development opportunities through our LMS platform and peer-to-peer LeapU program

OFFICE INFORMATION:

Leap Event Technology is a remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Pittsburgh (U.S.), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour! 

If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need.

LEARN MORE:

https://leapevent.tech/

EQUAL OPPORTUNITY

Leap Event Technology is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.