Client Success Executive

Convention Data Services (CDS), a Freeman Company, is the trusted partner in the live events industry for conference event registration, business intelligence, and lead management servicing top show organizers worldwide. Headquartered in Bourne, MA (Cape Cod), CDS has been providing customized applications and support services for more than 30 years.
As a Client Success Executive you will play a critical role in ensuring the satisfaction, evolution, and retention of all CDS's clients. You will be responsible for managing client relationships, addressing their needs and concerns, and helping them achieve their goals with all of the CDS products and services. You will work with all departments collaboratively to come up with solutions and suggestions on each account. Your primary focus is always on ensuring clients are satisfied, successful, and engaged.
Responsibilities
Client Relationship Management - Build trust and maintain strong long-term relationships with clients, understand their needs, and act as their primary point of contact within CDS; attend all client calls within reason.
Client Onboarding - Assist clients in getting started with CDS staff, products, and services, ensuring a smooth onboarding process; provide necessary training and guidance.
Account Management - Manage and oversee client accounts, upsell opportunities, and address any issues or concerns. Work with the entire CDS team to meet the client goals for a successful event. Be proactive and involved in anticipating issues before they arise. Gather client feedback throughout all phases of the event.
Client Communication - Regularly communicate with clients to gather feedback, provide updates on product/service enhancements, and address any questions or problems. Have a constant pulse of the client goals, temperature, and progress of each event.
Problem Resolution - Understand needs and proactively identify and resolve issues that clients may encounter, ensuring their overall satisfaction. Work with the CDS team collaboratively to problem solve. Bring in dept heads to help create the solution and follow through on it. You are the escalation path.
Retention Strategies - Develop and implement strategies to retain existing clients and increase customer loyalty. Consistently bring new offerings to clients that can vary through new products, software/technologies updates, event enhancements, and overall company updates.
Reporting and Analytics - Analyze client data, find trends and feedback to provide insights, help to improve products or services and make data-driven decisions. Tell a story about their event. Conduct throughout the event and finalize during post con.
Customer Advocacy - Encourage satisfied clients to become advocates for CDS, which can include providing testimonials or referrals.
Collaboration - Collaborate with all internal departments to align client success strategies with the overall CDS goals. Keep the event team aware of the applicable status of the client and event(s).
Customer Education - Provide ongoing education and resources to clients to maximize their use of the CDS offerings. Provide training on CDS products.
Documentation and Reporting - Maintain detailed records of client interactions, feedback, and progress to maintain a comprehensive client history.
Client Presentations - prepare slide decks and present to clients as a means to manage, educate and retain. Manage and facilitate key meetings such as kickoffs, post cons and RFPs.
Qualifications
Experience - Previous experience in customer service, account management, or a similar role. 2-5 years of relevant experience is required. Industry experience is preferred.
Customer Relationship Skills - Strong, demonstrated communication skills, and the ability to maintain client relationships.
Problem-Solving Abilities - identify and solve client issues and concerns.
Product/Service Knowledge - A deep understanding of CDS products and services is necessary to effectively address client needs.
Analytical Skills - The ability to analyze data and customer feedback to make informed decisions and recommendations.
Organizational Skills - Demonstrated ability to manage multiple client accounts, employing excellent organizational skills.
Customer Advocate Mindset - A demonstrated ability to focus on customer satisfaction and advocate for the client within CDS.
Teamwork - Collaborative skills to work with all internal CDS teams. Ensure we do what is best for CDS, which includes both the client and our event teams. Work collaboratively with the Project Manager/Registration Manager and the client.
Adaptability - The flexibility to adapt to changing client needs and evolving business objectives.
Technical Proficiency - A working knowledge of all CDS software and tools as well as all MS Office products.
Results-Oriented - A commitment to achieving client retention and growth goals.
Presentation Skills - The ability to both create and present relevant and meaningful slide decks for client presentations is required.
In addition to health, dental and vision, we offer a comprehensive benefits package including:

• Flexible Paid Time Off
• 401k Plan Matching
• Paid Parental leave
• Tuition Reimbursement
• Training and professional development

Other details

• Pay Type Salary