Client Success Executive - FounderMade (food, beverage, wellness events)

Company Description

FounderMade, an Informa company, drives growth for innovative food, beverage, wellness, personal care, and beauty businesses. We achieve this through live events and online resources that facilitate sales, funding, education, and networking.

Our flagship event is a one-day, in-person expo and seminar series. It serves as a platform for innovative brands to showcase their companies to over 1000 highly engaged retailers, investors, press, and influencers.

FOUNDERMADE

Job Description

FounderMade is looking for a Client Success Executive to join our team. In this role, you will be the bridge between different departments within the company, playing a vital part in ensuring that we offer exceptional support to our partners and community members.

How You’ll Make an Impact

The Client Success Executive will play a crucial role in ensuring FounderMade delivers outstanding client experiences to support our retention and growth objectives. Responsibilities include:

• Acting as the main point of contact for clients regarding FounderMade partnerships, including live and virtual events, digital media, and new partnership offerings.
• Leading and supporting the planning and execution of partner programming, such as custom events, activations at FounderMade events, custom content, and digital initiatives.
• Collaborating with the sales and marketing teams to develop compelling partnership concepts, programs, and media plans to meet client KPIs.
• Playing a key role in driving renewal business from the client portfolio, identifying opportunities, and working with the sales team to upsell client relationships.
• Ensuring a seamless transition from pitching to planning, production, and post-event phases of partner programming, and providing solution-oriented problem-solving throughout.
• Managing client experiences and expectations related to project deliverables and timelines.
• Monitoring deliverables and ensuring delivery by set deadlines.
• Actively seeking and responding to feedback to assess client satisfaction, and proactively addressing and correcting any issues.
• Managing and updating Salesforce (CRM), event management software (A2Z), and associated sales order processing tools with sales contracts.
• Assisting the sales and production teams regarding contract validation, invoicing matters, floorplan amendments, etc., on event management software and CRM.
• Collaborating effectively with other FounderMade teams to coordinate the execution of campaign deliverables.
• Inputting/updating customer data into CRM systems and/or any other relevant internal platforms.
• Supporting the development and implementation of integrated customer communication plans.
• Proactively contacting exhibitors to educate them and gather feedback on using web services (exhibitor manual, new launches, and products).
• Keeping track of exhibitor schedules through verbal, electronic, or hard copy communications.
• Providing 1st-line technical support for digital products/tools.
• Providing customer service support and coordination onsite at shows; supporting clients onsite and ensuring their event goals are met and exceeded.
• Reviewing event website information and FAQs to ensure accuracy and usability for external and internal customers, and informing the marketing and content team of necessary changes.
• Diagnosing and providing solutions to resolve customer concerns in a timely manner.
• Assisting internal teams and vendors in researching, identifying, and implementing new ideas and processes to assist and support customers.
• Supporting the setup of products (events, sponsorship, digital, and print).
• Assisting with administrative activities supporting forecasting, and preparing presentations for budget and strategy meetings.
• Responding to all customer communications within 24 business hours of receipt.

Qualifications

• You possess 1-3 years of experience in account management or client success roles for live events.
• Your organizational and time management skills are top-notch.
• You're a natural people person, able to confidently engage with potential community partners, hires, and customers about FounderMade and our summits.
• You thrive in a fast-paced startup environment.
• You have a passion for direct-to-consumer beauty, wellness, and food & beverage brands.
• You're familiar with Salesforce or similar CRM systems.
• Experience with A2Z is a bonus.
• Previous sales experience is a plus.
• The salary range for this position is $59,500 to $70,000, plus a bonus incentive.
• The job description expires on April 24, 2024.

Additional Information

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