Client Success Manager Customer Success Management

Job Description

This role exists to guide Strategic Partner journeys and nurture marketing and sales relationships across all Edge events to enable client success and uncover further opportunities. Strategic Partners are individually walked through a holistic view of the event and how to use the tools and information available to them so they can best position themselves and their solutions to the tech & business community in preparation of the event. This role provides a dedicated point of contact and continuous customer service sharing best practices, keeping our partners on track of deliverables and helping bring solutions to any challenges that arise. Behind the scenes, this role acts as the voice of the client when bringing together the elements of Event Operations, Agenda Content, Meeting Scheduling and Staff briefings for each Edge event. It offers additional support to the Event Operations team and serves where it is needed. Key Areas of Responsibility: Build & sustain a trusted relationship with clients Strategic Partner Edge Event operations management Skills & Experience You Will Need: Excellent project management working across up to 9 Edge events annually Excellent time management working with a minimum of 20 points of contact across each Edge event running simultaneously Strong representation of the ADAPT brand in their communication skills with the ability to convey confidence in what we deliver, responsiveness, urgency, and impact on deadlines missed, along with a love for what we do Ability to build and sustain a trusted relationship with each client and provide continuous value and opportunities with ADAPT Identify frictions that may impact growth with clients and engage the right people to resolve A strong understanding of the team, tools & information available through ADAPT to enable customer success A strong understanding of how the Strategic Partner deliverables and relationships impact across the business and can advocate and effectively lead to achieve joint success Continuously evolve the Strategic Partner Edge Journey in team collaboration with tools and information unique to ADAPT that saves our customers time and always adds value Collaborate with Sales, Marketing, Analysts, DAT, and Operation teams to ensure world-class delivery and growth of client accounts Identify & deliver upsell and value-add opportunities that enhance their event experience Past experience in a Client Success role is preferred About ADAPT Working with over 3,000 C-level executives from Australia and New Zealand annually, ADAPT has cemented itself as a market-leading Research, Advisory & Multi-Channel Events company in Australia. Our vision is to make Australia and New Zealand more commercially competitive, differentiated, and productive on the global stage. We do this by working closely with the business and technology executive leaders of local enterprise and government organisations and equipping them with the knowledge, relationships, inspiration, and tools they need to gain advantage. As ADAPT enters a new era of maturity and growth in the marketplace, we are looking for driven and passionate team members to help fuel the growth of ADAPT’s Research & Advisory Practice – and to increase our subscriber base. When you join ADAPT, you will set your career on track for outstanding achievement with a company that knows no limits. ADAPT has consistently achieved double-digit growth by steering clients toward the right decisions with locally focused business and technology insights and community access they can’t find anywhere else. If you are persistent, smart, coachable, executive-savvy, and looking for your next great adventure, ADAPT could be the place for you. You’re in control of your own career trajectory. The guiding principles for how we show up each day. Make it Happen Do the Right Thing Delight Everybody Love Your Work Attitude of Gratitude Why work with us Flexible working is the norm. We support and trust you to get the job done while making sure we stay connected. Balanced work-life. We take care to ensure you have the time you need to recharge and always be at your best. Mentoring. Work alongside and learn from exceptional people. Compassion in action. We prioritise making time to give back to the charities and causes that matter to us. We prioritise family and friends because life is about being there for the big and little moments that matter most. Own your professional growth. You’re in control of your own career trajectory. #J-18808-Ljbffr