Client Event Success Manager

Job Description Job title: Client Event Success ManagerLocation: Remote - Pacific Time ZoneTerms: Full Time (Hours will vary seasonally: 6 AM - 2 PM)Salary/rate: $70,000 / annuallyRequirements: Tues - Sat (Saturday will be a rotation)About UsOnTrack 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 RoleThis 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.ResponsibilitiesResponsible 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 moreWeekly system testing & reporting on the OnTrack system (individual and team testing environments)Maintain client relations by applying OnTrack’s communication style and standardsLead and support client training for up to 30 people by providing concise and understandable information on the OnTrack systemCollaborate 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 clientAssist with managing clients worldwide across multiple time zonesIdentify and analyze data beyond surface level to troubleshoot issues individually and/or with the teamCandidate RequirementsTechnically proficient in web-based systems: Airtable, Google Suite, Microsoft SuiteProficient in communication tools: Zoom, Teams, Slack, Google MeetExperience in Customer Support tools: Zendesk Support, Zendesk Chat, GmailPreferred: Basic knowledge in Photoshop or mapping systemsPreferred: Multi-lingualPreferred: Live event experience (Health & Safety, Security, Operations, Production, etc) May require travelMust be available to work within Pacific Time ZoneHave 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