Customer Support/Success Manager – Digital Events

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee projects and events to ensure we provide an exceptional client experience while mentoring junior team members.

• Act as the primary liaison for assigned clients, collaborating with the broader Morressier team to address needs, resolve challenges, and ensure overall customer satisfaction.

• Conduct onboarding sessions for new clients through video training calls.

• Define, present, and implement project scope in alignment with partnership agreements.

• Gather product feedback and advocate for client needs in the future roadmap.

• Communicate new product developments to clients and maintain consistent communication.

• Manage client debriefs after project completion.

• Provide exceptional customer service using the shared Intercom help desk and the online knowledge base.

⛳️ Requirements

• Relevant experience in Event Management or Customer Support/Success within a Digital Events Environment.

• A solid understanding and appreciation of the academic research process, with an interest in scientific advancement and/or scholarly communications being beneficial.

• Demonstrated history of achieving high satisfaction rates from clients and users.

• Proficient in Excel/database management, comfortable with manipulating .csv files and overseeing data imports.

• Focused on KPIs that drive company success as well as strategic and financial objectives.

• Excellent communication abilities, comfortable using phone and video, with a knack for putting clients at ease.

• Strong organizational and planning capabilities with a keen eye for detail.

• Fluent in English (both spoken and written).

• Willing to accommodate US business hours.

• Open to working on weekends (additional days will be compensated).

🏝️ Benefits

• Competitive salary.

• Flexibility to work remotely from home or any location.

• Join a high-performing, dynamic team from around the globe.

• Opportunities for ownership and professional growth.

• Contribute to shaping the future of science and scholarly communications!