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Customer Event Manager USA
Customer Success

Customer Event Manager USA

Full-time - Remote, West Coast USA
Posted on: 18 November 2021

Make Every Event Count

Glisser is the trusted platform for both the virtual event world of today and the hybrid event world of tomorrow. We’re busy growing Glisser to be the leading platform that gives you best-in-class tools to create outstanding virtual and hybrid events that audiences love. Our customers include KPMG, Pfizer, ASOS, CVS Health and many more.

With Glisser, you can bring people together, and create interactive and engaging experiences for 50 or 100,000 attendees. We combine virtual and in-person attendance, and our unique audience engagement tools are both simple to use and secure to deploy.

Our vision is simple: ‘To improve the way people communicate when they come together’. Our values are a product of our people. We’ve built a working environment where individual’s take full ownership of their role…an environment where our people are empowered to think big and have fun along the way. We are headquartered in London, with a strong presence in the US and APAC and that’s where we need a new team member to support us.

The Opportunity

As part of our Customer Success team at Glisser, you will be based on the US West Coast and your primary goal will be to help our customers deliver awesome events and engaging meetings.

You will do this by becoming a product expert – knowing how to use every inch of the Glisser platform, and using this knowledge to help our customers understand how they should use Glisser to best meet their needs to demonstrate ongoing value. You will also be keen to become an extended team member of the customers that you support.

Questions will come thick and fast across a range of mediums (email, phone and chat), often in the middle of live customer events so you must be comfortable communicating clearly and accurately and above all: be passionate about helping people.

Here are the Customer Event Manager’s main objectives:

  • Onboarding new customers and training existing platform users
  • Understand our customer’s goals through strong relationship building
  • Working closely with customers to understand their events, attend planning calls and create their events in the Glisser platform (drag and drop style, no coding required)
  • Project manage events to ensure all deadlines are met
  • Support customers in their event rehearsals and technical checks
  • Run the Glisser platform during live customer events, carefully following the run of show created by the client
  • Gather debrief information from the Glisser platform to prepare into a report and share with the client
  • Set up the event for On-Demand viewing post-event
  • Collaborate closely with Account Management to support renewals and expansion opportunities
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Keep up to date records of client correspondence and agreed action plans
  • Support the Customer Success team with inbound customer support requests
  • Deliver regular training to customers on how to use the Glisser platform

Who you are

  • Able to show high level of accuracy and attention to detail
  • Excellent communication and interpersonal skills
  • Driven, self-motivated, enthusiastic and with a “can do” attitude
  • Passionate about technology and love being a part of a fast-growing SaaS company
  • Experienced working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Able to show a positive track record of working in a customer facing role
  • Based on the West Coast of America

Package & perks

We offer a competitive salary, quarterly bonus structure and a good bunch of share options at a company valuation that allows you to get into an ambitious scale-up in a red-hot market at an early stage.

You’ll get a laptop and $300 home set up allowance to get the job done. You will also receive a $300 (minimum) training budget to invest in relevant self development opportunities. And we don’t micro-manage. We are a trusting but supportive team that just delivers.

Everyone around you works hard, enjoys getting our hands dirty, and gives you the freedom to contribute to many different areas of the business. We’re always shaping the company culture, so your personality will help determine the place that you work.

We promise, above all, to be nice people to work with.

How we work

Our US team members all work remotely at the moment and as we anticipate this will continue for the foreseeable future we bring the team together when it’s appropriate to do so. This role is specifically for West Coast based candidates to enable us to support clients in the West Coast time zone, and also the APAC region.

The role is a flexible role that includes you being able to cover early and late shifts according to customer requirements and this time will always be returned to you at a time to suit you.

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