Customer Support/Success Manager - Digital Events

THE ROLE At Morressier, our purpose is to advance civilization by uncovering knowledge and fostering collaboration. We want to enable all the world's learners to discover, share and advance new ideas. We are a passionate team, driven in the pursuit of our goals and at our best when we are working together, supporting, and inspiring one another. Our work may be serious and globally impactful, but we are light-hearted. We are optimistic, creative, and modest in our mindset. In close collaboration with the Sales team you will: Lead projects & events ensuring we deliver an awesome client experience and mentoring more junior members in the team Serve as the primary point of contact for dedicated clients, interfacing with the broader Morressier team to meet needs, solve challenges, and ensure overall customer success Onboard new clients via video training calls Present, define and execute on project scope according to partnership agreements Get product feedback and represent clients needs and future roadmap Present new product developments to clients and ensure consistent communication Manage post-project client debriefs Deliver outstanding customer service using the shared Intercom help desk and the online knowledge base BENEFITS Competitive salary Flexibility for remote work from home or anywhere else A high-performing dynamic team from around the world Ability to take ownership, opportunities for growth Help mold the future of science and scholarly communications! REQUIREMENTS Relevant experience in Event Management, or Customer Support/Success in a Digital Events Environment Understanding and appreciation for the academic research process, interest in scientific advancement and/or scholarly communications would be advantageous Proven track record of high satisfaction rates (clients and users) Excellent Excel/database skills, comfortable with manipulating .csv files and managing data imports Focus on KPIs that drive company success and strategic and financial targets Excellent communication skills, comfort on phone and video, ability to put clients at ease Strong organizational and planning skills with meticulous attention to detail Fluent English (spoken and written) Willing to accommodate US business hours Willingness to work on weekends (extra days will be compensated)