Job Description
Job title: Client Event Success Manager
Location: Remote - Pacific Time Zone
Terms: Full Time (Hours will vary seasonally: 6 AM - 2 PM)
Salary/rate: $70,000 / annually
Requirements: Tues - Sat (Saturday will be a rotation)
About us:
OnTrack Tech Group is a team of event technology experts who bring complex event operations to life with the help of proprietary technology unique to the event and production industries. We have successfully worked in some of the world’s largest and most complex events.
About the role:
This role will work with a close-knit team to manage our Clients’ needs within OnTrack. This role will support our clients via email, chat, and phone while assisting clients with event preparation or troubleshooting. The Success Manager will work with the team on system testing across platforms, documentation writing, and client onboarding. Additionally, this position will be required to keep organized records across multiple systems. This is a remote position with frequent online meetings. We’re looking for a team member who can be autonomous and a self-starter: someone who can complete assigned projects.
Responsibilities:
Responsible for preparation and success of client’s event from Event creation to completion; check-in and follow-up with the clients to support their events, add additional information (CAD Maps), and more
Weekly system testing & reporting on the OnTrack system (individual and team testing environments)
Maintain client relations by applying OnTrack’s communication style and standards
Lead and support client training for up to 30 people by providing concise and understandable information on the OnTrack system
Collaborate with our Development team to identify and track issues within the OnTrack system (web, iOS, android)
Responsible for editing and/or creating informational materials and training guides for the client
Assist with managing clients worldwide across multiple time zones
Identify and analyze data beyond surface level to troubleshoot issues individually and/or with the team
Candidate requirements:
Technically proficient in web-based systems: Airtable, Google Suite, Microsoft Suite
Proficient in communication tools: Zoom, Teams, Slack, Google Meet
Experience in Customer Support tools: Zendesk Support, Zendesk Chat, Gmail
Preferred: Basic knowledge in Photoshop or mapping systems
Preferred: Multi-lingual
Preferred: Live event experience (Health & Safety, Security, Operations, Production, etc)
May require travel
Must be available to work within Pacific Time Zone
Have a “go-getter” attitude: find ways to tackle the issues we’re currently facing, look for new opportunities and ways to improve the OnTrack system and our procedures
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