[Hiring] Strategic Client Success Manager @Leap Event Technology
Apr 08, 2025 - Leap Event Technology is hiring a remote Strategic Client Success Manager. đź’¸ Salary: unspecified. đź“ŤLocation: Northern America.
Role Description
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.
- Manage and oversee a support portfolio of strategic and top-tier client accounts and cultivate strong relationships to drive a seamless client support experience.
- 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 Account Manager (SAM) 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 Strategic Account Manager 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 SAM to ensure clients receive support, their needs are considered, and their deliverables are on track.
- Responsible for assisting clients with ongoing support needs while communicating with clients promptly.
- Coordinate client onsales, including setup, and 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.
- Support data integrity of client records by keeping thorough and up-to-date Salesforce records, including capturing all client interactions in Salesforce.
- 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.
- Handle escalated client issues and collaborate with internal stakeholders, including the SAM, 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.
Qualifications
- 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
- Medical, Dental, Vision, and Voluntary benefits
- Generous PTO
- Paid parental leave (following 12 months of continuous employment)
- 401K Match
- $200 event reimbursement
- Udemy Business, a world-class learning and development platform
Office Information
Leap Event Technology is a 100% remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), 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.
Additional Information
Leap Event Technology requires all Event Operations employees and contractors who will be representing the company at a client event to be fully vaccinated at least two weeks prior to attending. Exemptions are determined by the event organizer. Employees are not required to be fully vaccinated to be present at an office facility.
*Leap Event Technology provides equal opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
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| đź“Ť | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
unspecified
|
Remote
Location
Northern America
|
|
Job Type
full-time
|
Posted
Apr 08, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
