Client Success Executive

About the Role: 
The Client Success Executive (CSE) is an events industry expert who is involved in all stages of the RainFocus client lifecycle. 

As part of the Client Success organization, the CSE plays a critical role in ensuring RainFocus clients achieve event marketing success utilizing the RainFocus platform and event deployment methodology. The CSE will leverage their experience to deepen relationships with our clients, becoming a trusted partner to event owners and their internal business stakeholders.

The CSE partners directly with our largest clients as well as internal RainFocus Sales, Services and Product teams to develop and execute account plans that enable client success and commercial growth. The CSE will be highly focused on helping our clients get the most out of their investment with RainFocus.
 
Essential Responsibilities:

  • Industry expertise
  • Research industry best-practices to support prospect & client needs
  • Consult with clients, sales and implementation teams to infuse industry practices into client implementations
  • Provide expert decision support during implementation
  • Document best-practices in the form of blog posts or knowledge base articles
  • Relationship development
  • Build “high and wide” relationships with client event sponsors and business stakeholders
  • Facilitate key client meetings, e.g. kickoffs, steering committees, business reviews, post-events, etc
  • Plan and execute regular business reviews with clients
  • Advocate for clients internally as necessary to improve account health
  • Jointly own account plans with account Sales Director
  • Sales Support
  • Position service delivery options to prospects
  • Partner with prospects to identify key objectives
  • Co-facilitate pre-sales discovery and planning workshops 
  • Support account team with new client scoping, resource and, solution planning
  • Identify opportunities to expand within assigned clients working jointly with Sales
  • Delivery
  • Partner closely with Services team to ensure quality delivery and efficiency
  • Ensure cross-event consistency for assigned clients
  • Support regular steering committee level updates with client and Services during implementation
  • Analysis and insights 
  • Work with clients to set strategic event goals
  • Develop outcome measurement approaches for clients
  • Analyze event trends and outcomes 
  • Collaborate with clients to validate insights and identify proxy metrics for event marketing success

Required Skills and Experience

  • 5-7 years enterprise event experience
  • Highly experienced and interested in industry practices related to event marketing and attendee experience
  • Ability to write and present internal and client-facing presentations
  • Ability to facilitate consultative client-facing workshops
  • Ability to think and act strategically when engaging with clients
  • Ability to research and document best practices
  • Self-motivated, self-starter, takes ownership and follows through
  • Ability to lead sponsors/stakeholders toward appropriate business solutions
  • Strong analytical/problem solving skills
  • Ability to drive institutional change through cross-functional collaboration
  • Adaptable, flexible. Able to deal with ambiguity and juggle multiple assignments and deadlines.
  • Consulting experience a plus
  • Experience in a SaaS / software product company a plus
  • Bachelor’s degree
 
Personal Characteristics
The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:
 
  • Team-player / Team BUILDING
  • Self-motivated
  • Strong Communicator
  • Superior judgment

 Success Measures
  • Net revenue renewal and retention for assigned accounts
  • Expansion revenue for assigned accounts (bookings quota held by Sales, not CSE)
  • Overall CSAT for assigned accounts
 
Office environment. Total travel could be up to 30%. The nature of the travel is being onsite at events, which may include weekends, as well as post mortem and client driven meetings.

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