Team Lead / Manager, Client Success at Social Tables

Team Lead / Manager, Client Success

Social Tables, Washington, DC

We envision a world where every face-to-face event achieves great things.

Duration: Full-Time

A best friend's wedding, a 20th anniversary party, an exclusive NFL training day lunch, a NASCAR race, The Grammys, a first concert, the opening of a new museum - we all have a favorite event.

Events and meetings make an impact that lasts a lifetime. And, as more and more of our lives are spent online, this time offline is truly rare. So, at Social Tables, now a Cvent company, our goal is to make it easy to bring great people together, face-to-face.

With more than 4.5 million successful events brought to life using our award-winning event management platform, we'd say we're well on our way. As we look to the future, we're focused on continuing to innovate and create the best technology to bring joy through the power of in-person connection. And that's where you come in!

The mission of the Manager, Client Success is to help the Social Tables Client Success team transform into a strategic team focused on customer health and adoption. This role will lead a team of Client Success Advisors, who serve as the client’s point of contact to drive adoption, achieve business goals, ensure success with the platform and identify opportunities for expansion.

This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients. Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position. The ideal candidate must be an engaged leader with the ability to inspire others, drive change and embrace a continuous improvement culture.

What you will be doing:

Manage, motivate and develop a team of Client Success Advisors (CSAs)
Perform coaching sessions and deliver feedback on the quality of client interactions
Conduct structured, regular 1:1s with team members to review client priorities, projects, performance objectives and goals
Determine team member’s goals and assignments based on strong knowledge of individual’s strengths, opportunity areas and interests
Coordinate and assign resources for strategic client facing tasks
Manage day-to-day operations of team through real time management
Manage client escalations, handling them through resolution
Prepare and present monthly and quarterly business reviews to Client Services leadership
Work closely with other departments such as Sales, Marketing, and Technology on key company strategies and projects
Drive strategic initiatives that enhance the client experience and company goals
Understand Social Tables’ customer health and indicators of success; drive process improvement and campaigns to improve customer health

You Bring to the Table:

A minimum of 3-4 years of overall work experience, with at least 1 of those in a leadership or emerging leadership position. Years of experience will determine job title.
Previous SaaS, hospitality or event industry experience is a plus
Knowledge of CRM automation products such as Salesforce and Gainsight a plus
Comfortable with the concepts of customer success as it relates to customer health and journey

Competencies:

Customer health mindset – experience developing customer success plans focusing on what makes the customer truly successful vs simply happy
Data driven - comfortable with professional service KPI’s, processes, and building business cases off of imperfect data
Coaching and feedback - Provides timely, relevant, and meaningful feedback to elevate employee performance and contributions.
Motivation - Leverages a combination of incentives, relevant communication, recognition, and performance feedback to keep positive morale.
Organizational skills - Prioritizes and delivers on multiple priorities; manages competing objectives; knows when and how to communicate pertinent information to appropriate stakeholders.
Initiative - Takes leadership role on various projects and acts as project manager to deliver on business goals.
Results-driven - Delivers desired outcomes within or before the desired timeframe; identifies and breaks down barriers to completion

Our benefits set you up to do your best work, how you like to do it. We offer competitive salary packages, an extensive benefits package for all full-time employees including medical, dental, vision, annual bonuses, 401K Match, in office gym, and other great perks! And, we're committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply.

EEO[/AA]Minorities/Females/Disabled/Veterans

Social Tables and Cvent maintain a drug-free workplace

About Social Tables

Founded and headquartered in Washington, DC in 2011 by Dan Berger, Social Tables is the award-winning event-management platform with the largest community of hospitality and meeting professionals. Looking back, we’re so grateful DC chose us. As the capital of hospitality, events are a key part of DC’s economy. It’s a major destination for citywide meetings, and world-class restaurants are opening their doors every week. Beyond potential partners for us, including top hotel management groups and a variety of incredible event venues, top tier event planning firms, and many associations, DC is also home to students from world-class universities, and a strong investment community -- all of which have helped us build Social Tables into the company it is today. From our homebase in the heart of Metro Center, every day we work to make event management easier with cloud-based hospitality software that helps properties and planners collaborate. We’re thrilled to have won many industry awards including “Innovator of the Year” from Catersource and Event Solutions, and “Best Industry Innovation” from ILEA. But even more importantly, we’re thrilled to support planners and properties around the world in achieving their goals. And, we’re not stopping anytime soon. We’re committed to developing new ways to leverage our massive event library using advances in machine learning to fuel growth in the hospitality industry. We believe meetings and events that strengthen human connection hold more importance than ever before. At a time when we’re distracted by digital devices, facing a barrage of new information competing for our attention, and have introduced technology that removes emotional intelligence from the equation, face-to-face events stand out as a place for genuine connection; a place for collaboration. Together, we will achieve great things.