Customer Success Manager

A Bit About UsEventsAir is a leading provider of award-winning event management software to organizers of in-person, hybrid and virtual events.
Our software is used extensively across the APAC region and growing rapidly around the globe with an expanding presence in North America and Europe.As a technology leader with a long 30-year heritage in the event-tech industry, our platform and services are trusted by more than 1100 professional conference organizers, associations, corporates, government and universities.
Capable of supporting small corporate events to large multi-faceted conference and exhibitions, the EventsAir platform has been used for some of the world's most demanding events including the Rugby World Cup, London Olympics and Birmingham Commonwealth Games.Having secured major investment from private equity firm, The Riverside Company, EventsAir is continuing to expand and accelerate its global presence in the event-tech marketplace, and we invite you to be part of this extraordinary journey.Why Join UsWe push the limits of what is possible every day.
We are a down to earth bunch.
We have fun and are super dedicated.
What motivates us to get out of bed every morning? The challenge to develop and create the world's best events management platform.Join our team of dedicated professionals, and together, let's redefine the possibilities of event management, and leave a dent in the event tech industry.The Customer Success Manager RoleAs a Customer Success Manager, you will be responsible for the customers' experience from onboarding and throughout their lifecycle with EventsAir.
As an integral part of the process, you will be the first touchpoint in the customers journey after the sales cycle and will continue communication through ongoing customer check ins.
Your role combines onboarding coordination and 'high touch' customer success management to ensure excellent service.The opportunity involves managing a diverse set of customers from Professional Conference Organizers, Associations, Educational Institutions right through to Government Departments.What you will be doingEffectively co-ordinate, manage and document multiple new customer onboarding and training projects.Prepare the most appropriate training plan for each customer based on the customers' needs using our Online Learning Management platform and through coaching sessions, coordinating the delivery of the training plan internally.Collaborate with external and internal stakeholders to coordinate delivery of services and integrations.Share & document your knowledge of the customer and their specific use of the software to the support team and other internal stakeholders via the CRM.Maintain consistent and regular check ins with your customers to:
Maximize product adoption and understanding of new features.Identify new users or change of staff & ensuring that they know where to find education or how to book training.Teach them how to access and work with the support team.Be a trusted advisor to the customer and build long lasting relationships.Facilitate calls with Account Management when you identify a sales opportunity.Report on risks, issues and dependencies.What you will need for this role2-5 years' experience in a customer success position, ideally within SaaS or Technology Platforms.Be highly organized with exceptional communication skills.Be confident, professional, calm and have a positive attitude.Ability to problem solve, and prioritize in a fast-paced, rapidly changing environment.You demonstrate independent ability to solve problems.Ability to work autonomously.You affect the quality and timeline of a section of product or service.You execute foundational tasks independently and projects which you execute with more detailed direction.
You can be accountable for delivering high quality projects timely and thoroughly.Have a driving sense of urgency and manage expectations with the customer.Take initiative and own your projects and tasks to see them through.What to ExpectYou will receive training on our Software through an extensive course called FASTRACK, so you are keyed up on all aspects of the platform in depth, ready to train our customers.Cross collaboration with many other teams such as Sales and Account Management.A very busy day to day, ensuring all of our customer receive prompt training which adheres to their training plans precisely, along with all other aspects of the role to set our customers up for success.What Will You Benefit From If You Become an Airstar?Fantastic flexibility.
We offer hybrid working to all employees regardless of role or level! Need to do the school drop off or pick- no problem, want to attend that school dance show where your kid's starring center stage- no worries.We don't like burn out.
We offer 3 extra days of annual leave to encourage downtime over the Christmas period and help bridge the gap between the public holidays:
to spend time with family and friends.We love socials! Socials at EventsAir are the bomb! We host quarterly catered socials for all to enjoy on our covered, outdoor back deck, if you are lucky enough to be based in our Head Office.Be a champion.
We love to champion and promote causes close to our heart.
Think:
International Women's Day, R U OKAY? And many more awesome causes.Growbility.
Apply for side steps, up steps and secondments through different teams when role needs arise internally!Be Healthy! Grab an apple from the kitchen, take a walk around the block or grab a stand-up desk for the day (Head Office), even get the flu shot on the house if you want!Learn and develop.
Use your $1000 per person L&D budget towards a course, a conference or something to upskill yourself in your current role.Work from almost anywhere.
Want a few extra days in that bustling city where you're on vacation? Or want to head overseas and be around your family for longer? Use the Work from almost anywhere policy to work from anywhere for 2 weeks a year!Enjoy parenting! Use the extra maternity and paternity leave we offer on top of your statutory allowances to spend important time with your new family.
Equally, if something unfortunate occurs use our miscarriage & still birth leave policy to assist in the transitional period you are both going through.Struggling? Reach out to our Employee Assistance Program offered to all employees and lock in a counselling session with an expert for solid advice.Recognize and be rewarded.
Take part in our recognition program where you can earn points and vouchers for valuable work across your role and the business.Don't just be a star, be an Airstar! Apply now through the link!
• Recruiters need not approach us- we got this!
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