Virtual Events Relationship Manager

Virtual Events Relationship Manager

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Job Description

As part of the NTT Cloud Communications EMEA Digital Event Team, you are responsible for customer relationship management, retention, and expansion as well as dealing with customer pricing / billing inquiries including the creation of Service order forms (SOFs) and providing NTT product advice. The Customer Relations Manager is also responsible for Post-event efforts including user adoption and satisfaction and customer renewals.

• Uphold knowledge of all NTT’s products and solutions to be able to clearly explain the benefits and functionality of each solution as well as to carry out effective customer engagements.
• Creation of SOFs via our internal tool for customers (Understanding existing customer needs and providing corresponding quotes).
• Own overall relationship with assigned accounts, which includes increasing adoption, ensuring retention and renewal.
• Experience of coordinating across functions including, senior management, new business sales, technical support, professional services and marketing, to meet customer expectations.
• Be innovative and make an impact on your team and on the company.
• Follow up with existing customer contracts or updating these contracts to incorporate new services based on list prices.
• Conduct Post event contact with clients (Event feedback and future booking discussion)
• Follow up survey responses (obtain client feedback)
• Follow-up campaigns with clients for regular communications (financial communications) or during exceptional events (e.g. elections, mergers & acquisitions, international incidents etc.) in order to proactively prepare the event planning with the production teams.
• Successful performance against KPIs (calls, meetings, proposals)
• Back up of production teams during periods of intense and exceptional activities such as answering the phone, assistance in identifying conference participants, coordination line, on-site assistance, and live hosting of Event productions whenever possible.

• Professional management of a portfolio of clients
• Management of more complex Event productions, in coordination with the necessary partners (studios, interpreters, film crews, ), with the support of the production team
• Feel comfortable proposing new solutions to the client, costing them and calling on sales management if an effort is required to win a case
• Develop strong, long lasting customer relationships as a trusted adviser.

Qualifications

• Excellent written and oral communication skills
• Strong attention to detail, organized, and accurate
• Ability to work under pressure while coordinating multiple tasks under tight deadlines
• Ability to work independently as well as being a part of a team environment and working flexible hours if required
• Proficiency in Microsoft Office products is required (PowerPoint, Word, Excel)
• Customer-focused with 1-3 years of customer service or operations experience
• Able to demonstrate creativity, adaptability and learn new applications quickly.
• Experience advocating for customers and the ability to foster and cultivate relationships with enterprise customers and partners by delivering best in-class quality and value
• Strong Customer service ethic
• Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
• Very structured working methodology, ability to deal with different activities in parallel.

Additional Information

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