A bit About Us
EventsAir is a leading provider of award-winning event management software to organizers of in-person, hybrid and virtual events. Our software is used extensively across the APAC region and growing rapidly around the globe with an expanding presence in North America and Europe.
As a technology leader with a long 30-year heritage in the event-tech industry, our platform and services are trusted by more than 1100 professional conference organizers, associations, corporates, government and universities. Capable of supporting small corporate events to large multi-faceted conference and exhibitions, the EventsAir platform has been used for some of the world's most demanding events including the Rugby World Cup, London Olympics and Birmingham Commonwealth Games.
Having secured major investment from private equity firm, The Riverside Company, EventsAir is continuing to expand and accelerate its global presence in the event-tech marketplace, and we invite you to be part of this extraordinary journey.
Why Join Us
We push the limits of what is possible every day. We are a down to earth bunch. We have fun and are super dedicated. What motivates us to get out of bed every morning? The challenge to develop and create the world's best events management platform.
Join our team of dedicated professionals, and together, let's redefine the possibilities of event management, and leave a dent in the event tech industry.
The Customer Success Team Lead Role
As a Customer Success Team Lead, you will play a pivotal role in leading a team of Customer Success Specialists focused on the seamless onboarding, training, and ongoing tasks oriented around our valued customers. The primary responsibilities include overseeing the day-to-day operations of the team, ensuring exceptional customer experiences, and fostering a culture of continuous improvement. This role requires a combination of leadership, strategic thinking, and hands-on contribution to support the team's success.
Key Responsibilities
Team Leadership:
- Lead, inspire, and mentor a team of Customer Success Specialists
- Foster a positive and collaborative team culture focused on customer satisfaction and achievement of team goals
- Conduct regular team meetings and individual 1:1 meetings to share updates, address challenges, and provide coaching and training for professional development
- Allocate customer projects and tasks amongst the team to ensure even distribution of the team and team utilization
Customer Onboarding and Training:
- Oversee your teams onboarding projects and process for new customers, ensuring a smooth transition and understanding of our products and services
- Coordinate and contribute to the development of training materials for both new and existing customers
- Collaborate with cross-functional teams to enhance onboarding and training processes based on customer feedback and industry best practices
- Contribute to the team by managing key strategic customers’ onboarding and training projects where needed
Activity Reporting and Analytics:
- Maintain systems for tracking and reporting on team activities, ensuring accurate and up-to-date records
- Assist in the design, delivery and training of any new systems and processes to be implemented within the team
- Provide regular reports to senior management on team performance, customer feedback, and key metrics
- Analyse data to identify trends, areas for improvement, and opportunities for increased efficiency
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Training and Development:
- Facilitate ongoing training sessions for the team to keep them updated on product enhancements, industry trends, and customer success best practices
- Collaborate with internal stakeholders to develop and deliver training programs that enhance the team's skills and knowledge
Cross-functional Collaboration:
- Act as a liaison between the Customer Success team and other departments including the sales and account management teams, facilitating communication, and resolving any interdepartmental issues
What to Expect
- We don't believe in just throwing you up into the galaxy- you will be set up for success with thorough onboarding from day 1
- Cross collaboration with many other teams such as Sales and Support
- Building awesome relationships with our fabulous customers and really understanding their niche needs
- Lots of Memes flying around in Teams!
What Will You Benefit From If You Become an Airstar?
- Fantastic flexibility. We offer hybrid working to all employees regardless of role or level! Need to do the school drop off or pick- no problem, want to attend that school dance show where your kid’s starring center stage- no worries.
- We don’t like burn out. We offer 3 extra days of annual leave to encourage downtime over the Christmas period and help bridge the gap between the public holidays; to spend time with family and friends.
- We love socials! Socials at EventsAir are the bomb! We host quarterly catered socials for all to enjoy on our covered, outdoor back deck, if you are lucky enough to be based in our Head Office.
- Be a champion. We love to champion and promote causes close to our heart. Think: International Women’s Day, R U OKAY? And many more awesome causes.
- Growbility. Apply for side steps, up steps and secondments through different teams when role needs arise internally!
- Be Healthy! Grab an apple from the kitchen, take a walk around the block or grab a stand-up desk for the day (Head Office), even get the flu shot on the house if you want!
- Learn and develop. Use your $1000 per person L&D budget towards a course, a conference or something to upskill yourself in your current role.
- Work from almost anywhere. Want a few extra days in that bustling city where you’re on vacation? Or want to go head overseas and be around your family for longer? Use the Work from almost anywhere policy to work from anywhere for 2 weeks a year!
- Enjoy parenting! Use the extra maternity and paternity leave we offer on top of your statutory allowances to spend important time with your new family. Equally, if something unfortunate occurs use our miscarriage & still birth leave policy to assist in the transitional period you are both going through.
- Struggling? Reach out to our Employee Assistance Program offered to all employees and lock in a counselling session with an expert for solid advice.
- Recognize and be rewarded. Take part in our recognition program where you can earn points and vouchers for valuable work across your role and the business.
Don’t just be a star, be an Airstar! Apply now through the link!
