The Director, Customer Success is responsible for building, developing, and managing WEF’s Customer Success Team. The Customer Success Team will be the primary point of contact throughout the customer lifecycle after the sale, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal. This role will directly manage WEF’s Customer Success Team, including a team of 3+ WEF employees. This individual may have oversight of vendor and contractor relationships and agreements in this role, including sponsorship vendors and contract customer service representatives.
NOTE: This position is currently 80% remote work, 20% work in office as of April 2022. The level of remote work is subject to change.
Reporting directly to our Managing Director, Corporate Relations, the Director, Customer Success will play a key role in driving adoption, expansion, and retention of WEF’s business and commercial offerings, such as: Meetings, Conferences, Trade Shows, Product Sales Platforms & Media
Managing cross sell activities between live events, media, and knowledge offerings, serving as the nexus between these teams for customers
Maintaining and building systems and processes that foster efficiency and effectiveness in the daily operations of the team and implementing the universal use of CRM
Directing the Point System, WEFTEC Resign Process, and other retention programs
Working closely with Finance to coordinate collections and invoicing and managing the process in the CRM
Helping build out customer engagement with programs, sponsorships, and media products and maintaining an inventory of these programs
Creating a process of regular check-in calls for tactical items and performing strategic business reviews with customers on their needs
Tracking accounts to identify risk and work actively to eliminate that risk, closing gaps when necessary
8+ years managing sales support, customer success, or customer services in a sales environment
A strong understanding of Trade Shows and Events, Media, and Trade Associations
Demonstrated experience with CRM programs, such as Salesforce
Previous work experience selling and supporting sponsorship packages and/or sponsorship development
Exceptional customer service support and a mission-orientation, along with the ability to work with many stakeholders and be successful
Travel is required, up to 10-15% annually
This person will work primarily in an office environment using standard office equipment.
WEF requires all employees to be fully vaccinated against COVID-19.
WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, sex, age marital status, or physical handicap.
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