Client Success Manager

Description:

Exhibit Concepts, Inc. (ECI) is an award-winning company based in Vandalia, OH. Since 1978, we have been designing and producing environments for corporate trade shows and events, museums, school systems, and corporate interiors. At ECI, we are a team of creative and passionate individuals dedicated to providing customized solutions and exceptional customer service.

Scope of Position: Working with an Account Executive, provides necessary sales support for assigned clients while maintaining good client relations with all contacts. Plans directs, and coordinates activities of designated projects for assigned clients to ensure that the goals or objectives of these projects are accomplished within established time and budget parameters.

Primary Duties and Responsibilities:

• Serves as liaison between the company, the account executive, the senior client success manager (if applicable), and the client, and has direct contact with all parties regarding the project status and related logistics.
• Involved in all aspects of the pre-sale phase of a project using the company's established job system including but not limited to opening jobs in the ERP system, setting up job folders, creating design and quote requests, establishing preliminary timelines, attending kick-off meetings, and leading the put-to-work meetings.
• Maintains responsibility for the completion of the necessary paperwork to introduce a project, such as quotation requests and detailed summaries of meetings regarding specific projects.
• Participates in concept development, budget development, potential materials, and approximate project timeline development.
• Leads weekly team status Calls with the Account Executive, Project Managers, and Project Specialists to stay up to date with the show calendar and projects quoted.
• Leads and plans client reviews of upcoming events and client walk-throughs of booths before ship.
• Schedules and leads post-show meeting(s) with clients to review completed projects, capture feedback, and share internally.
• Schedules and participates in internal post-show project reviews sharing feedback from clients.
• Maintains clients' show calendar and program budget and updates all internal tracking systems.
• Continually maintains a working knowledge of each client’s property, show schedule, industry events, and preferences.
• Provides all necessary information to project personnel promptly to ensure project delivery on time.
• Effectively and proactively communicates with various departments and all employees.
• Recommends event execution improvements including event objectives, exhibiting opportunities, sponsorships, pre/post communications, staff training, and proprietary events.
• Understands clients' business and industry, and research industry events.
• Schedules and participates in quarterly business reviews with each program and strategic account.
• Log emails and keynotes in HubSpot under the company name
• Travels to client facilities or industry events for client purposes or training if necessary
• Performs all other duties and responsibilities as assigned by management.

Requirements:

Client Success Manager Essential Functions:

• Expected to maintain 3-5 program accounts
• Serve as the lead point of contact for assigned clients' account management matters.
• Build and maintain strong, long-lasting client relationships.
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level.
• Develop trusted advisor relationships with key accounts, stakeholders, and executive sponsors.
• Keeps active knowledge and records for all accounts to report on account status.
• Reasoning Ability –apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Resolves complaints and keeps track of all processes that pertain to the client's desires.

Experience

Three years of related experience and/or training

Education

Bachelor's degree in Business Administration, Marketing, Communications, or a related field. (Preferred)

Travel

• May be required to periodically travel. This may include, but is not limited to visiting a remote location, client presentation, supplier visit, or attending a tradeshow or conference. The likely travel expectation is 3-5 times a year for 1-4 days for each visit.