Customer Success Manager

The Customer Success Manager will assist with the coordination and operational needs of our Event Production Services division. This key role is responsible for: supporting the day-to-day management of dedicated onsite studio and event production teams; coordinating with all departments within AVI-SPL and the Event Production Service team to ensure a high level of service delivery to clients; supporting the organization, assignment, and scheduling of projects as well as administrative needs, onboarding, billing, and reporting tasks; and working directly with clients to facilitate ad hoc production projects. Occasional travel and after-hours work will be required. DAY TO DAY RESPONSIBILITIES Work closely with the Senior Customer Success Manager to assess the administrative and reporting needs of all Event Poduction Services accounts. Work directly with clients for out-of-contract production and event needs, provide necessary guidance to ensure a successful project and coordinate with various roles and departments within AVI-SPL to execute. Oversee scheduling of overflow and ad hoc production needs including remote and virtual production, editing, and creative ensuring clear project goals and requirements are effectively communicated to involved teammates and vendors as needed. Ensure timelines and delivery of required deliverables are met for all projects. Facilitate project creation and invoicing for all billable projects. Oversee vendor onboarding for all Event Production Services accounts. Ensure all vendor invoices are collected, approved, and posted in a timely manner. Assist with the development and curation of documentation for all accounts including standard operating procedures, workflow processes, booking forms and facility checklists. Assist with ensuring documentation across all locations is consistently structured, current and available within client-owned platforms as well as available to internal resources as needed. Ensure all personnel follow proper procedures for ticketing and other reporting systems. Manage open tickets and escalate as needed to ensure timely resolution. Ensure all account data is captured to allow for the development of reporting on Service Level Agreements and other data driven metrics to provide forecasts and recommendations to management and clients. Assist with creating utilization reports, production trackers and studio usage reports to identify account trends, provide information on productivity improvements, and illustrate how to operate service efficiently. Gather the relevant data to identify and evaluate potential risks and service deficiencies within client’s event services operations while implementing process improvement strategies. Assist with recruitment, onboarding, and orientation of new hires within EPS teams. Assist with the development of freelance pools for backfill and back-up support. Work with client third party labor resources in each account to ensure all staff maintain access including technology and infrastructure needs and badging. Participate in brainstorming ideas and solutions to enhance services offered to established and prospective clients. Help to raise questions and concerns and offer solutions on how to increase efficiency in process development and operations. Provide backfill support for production needs as required inclusive of virtual operator, event coordinator, and production manager. Contribute to overseeing the progress and cost effectiveness of all productions within the department and provide guidance and support to meet goals and revenue objectives. Contribute to ensuring the successful renewal of all accounts. WHAT WE’RE LOOKING FOR Must-have skills & job qualifications 3-5+ years of experience in video production management, or similar field including audio/video events and studio operations Experience in event coordination including database and scheduling management Experience in project management including coordinating logistics with multiple entities, vendors or departments Ability to communicate challenging aspects of a production to clients while maintaining a high level of confidence and leadership. Proficient working with spreadsheets, documents, and presentation tools, and experience with providing reporting and forecasts Experience with virtual meeting platforms including Microsoft Teams, Google Meet, and Zoom Ability to maintain a positive attitude, even during pressure situations Track record of being organized, detail-oriented, flexible, and working well in a team atmosphere, as well as having the capability to work well individually, is essential Strong work ethic, self-direction, self-motivation, patience, persistence and the ability to get along with coworkers and customers Excellent customer relationship skills, providing white glove service to clients Consistent, proactive preparation and responds in a timely manner to multiple channels of communication Ability to collect and analyze metrics, extract trending data, and provide continuous improvement recommendations Ability to quickly adapt to changing needs and evolving business processes Ability to work closely with cross-functional teams including functional leads Process minded: define process, layout plan and execute When facing an issue, have a professional, calm demeanor in front of clients and other staff When problem solving, offer multiple possible solutions, where applicable Strong written skills, to always communicate in the correct tone of voice via email, website updates, and instant messaging Able to work flexible hours to support clients regardless of US location Nice-to-have skills Experience with live studio and event production workflows and roles, including planning and coordination, day of operations and engineering maintenance Knowledgeable of scheduling and project management software inclusive of ScheduAll, Xytech, and Cvent Experience in producing and executing post-production projects inclusive of creative development and editing Knowledgeable of Adobe Creative Suite Experience operating virtual and hybrid events within Global Meet and other streaming platforms OTHER REQUIREMENTS Occasional travel is required as needed based on account requirements as well as meetings at AVI-SPL Bureaus and headquarters WHY