Manager Technical Customer Success
Job Posting for Manager Technical Customer Success at Freeman Company
About Us
Freeman is the global leader in events. Whether virtual, in-person, or hybrid, we are on a mission to redefine live for a new era. With a data-driven approach and the world's largest network of experts, our insights are shaping exhibitions, exhibits, and events that drive audiences to action. Our integrated full-service solutions leverage a 100-year legacy in event management as well as new technologies to deliver moments that matter.
Summary
The Manager, Technical Customer Success role will work closely with the Senior Manager, Technical Customer Success to manage a team of Technical Customer Success Managers (TCSMs) who support client engagement projects as well as managing his/her own client engagement projects. Critical to the role is the ability to create processes from scratch and iterate quickly in a fast paced environment. The role will work closely with team members to provide coaching and mentoring. In collaboration with the Senior Manager, Technical Customer Success the role will drive processes, standard operating procedures (SOP’s), and resources necessary to meet customers’ technical needs. The Manager, Technical Customer Success partners closely with Digital Producers, Tier Two Support team members, Product Managers, Channel Sales and Growth teams to ensure service excellence which maintains customer satisfaction and grows Digital product adoption.
Essential Duties & Responsibilities
- Lead a dynamic team of Technical Customer Success Managers (TCSMs); continuously evaluate staff positions, responsibilities and individuals for appropriate performance and potential for improvement and growth; mentor staff to improve skills, and provide career growth
- Manage a partial portfolio of client engagement projects as a Technical Customer Success Manager
- Manage and coordinate with external vendors to meet project timelines and deliver on internal and client expectations of design, user experience, technology, timeline and budget
- Responsible for the execution and management of digital programs and projects including timelines and project teams.
- Oversee management of personnel resources including schedules, capacity planning, and work assignments
- Create and maintain team resources including: SOP’s, software tools, process documentation, quality monitoring and customer facing collateral
- Maintain deep technical knowledge of Digital product offerings and related development roadmaps
- Develop and manage internal processes for collecting and sharing meaningful customer feedback at a regular cadence with the broader Digital Leadership team
- Resolve customer issues as an escalation point for technical and troubleshooting needs
- Work cross functionally to improve team collaboration and client satisfaction
Education & Experience
- Bachelor’s Degree or equivalent experience
- (7) seven years of service experience in customer success or technology delivery
- Prior experience as a Digital Producer is a plus
- Past experience managing a team is a plus
- Must have hands on field technical experience with a broad knowledge of products including digital technology; knowledge of Freeman product and services preferred
Diversity Commitment
At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.
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Salary.com Estimation for Manager Technical Customer Success in Dallas, TX
$84,161 to $112,018
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