Convention Data Services
Boston, MA, USA

Live Events Customer Service Manager

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Live Events Customer Service Manager
Convention Data Services (CDS), a Freeman Company, is the trusted event registration, business intelligence, and lead management partner servicing top show organizers worldwide. Headquartered in Bourne, MA, CDS has been providing customized applications and support services for more than 35 years.
Position Summary
As part of the event services team, we all have our roles to play. Some team members manage daily client relations, others act as project managers. As a Live Events Customer Service Manager, you will play an integral role in the planning process going into the onsite registration experience. You will be responsible for the successful execution of the event. It is a companywide team effort to get our events planned and built and the onsite team takes our customers across the finish line. It's a great sense of accomplishment! Sounds great, doesn't it?
You be responsible for completing all pre-show planning which includes client communication, event documentation, logistics, and onsite team preparation. Once our events are live and onsite, you will be the key client contact where you will oversee the execution of the contracted registration and lead retrieval services, as well as the CDS onsite team. You be responsible for any post event reporting and analysis pertaining to onsite after the event is complete.
Essential Functions

  • Act as client point of contact for all onsite registration and lead retrieval services during event lifecycle.
  • Serve as onsite services team lead for assigned events.
  • Collaborate and coordinate onsite logistics and processes with event team prior to the event.
  • Implement the event procedures, policies, terms, and conditions.
  • Responsible for the preparation/training and supervision of the CDS onsite staff.
  • Inventory, install, test, operate and maintain all equipment onsite.
  • Oversee implementation of all CDS registration and lead retrieval products and services.
  • Train and manage all staff working with CDS products & services. Including, but not limited to temporary staff, volunteers, show management and security staff.
  • Act as the liaison to exhibitors to troubleshoot LR services and provide support as needed.
  • Provide reports as required by client and event needs.
  • Coordinate tear down, pack and ship equipment.
  • Complete necessary documentation.
  • Extensive travel is required.
  • Other duties as assigned by the Manager of Onsite Operations.

Essential Show Team Functions

  • Responsible for the Onsite Meeting three weeks prior to the event.
  • Maintain maximum awareness of all aspects of the event planning and logistic process for assigned events.
  • Plan and develop the onsite registration and lead retrieval process working with Account Executive, Web Developers and Registration Manager on floor plans, equipment requirements, internet requirements and staffing.
  • Review and verify the final onsite operations plan. Confirm the equipment, shipping, floor plan, staffing and material requirements.
  • Produce onsite analysis and provide post-show feedback, including suggestions for improvement. Works the Account Executive on the post-show wrap-up.

Required Skills
To perform this job successfully, you must be able to work as part of a team, sometimes as a team lead and other times as team support. Must be able to work with minimal direct supervision. Excellent interpersonal, oral, and written communication skills and the ability to handle stressful situations and changing priorities are required. Superior customer service skills and the ability to interact with clients, onsite staffing, and the public are a must. The technical ability to set up the onsite registration network and perform onsite equipment repairs and software fixes, and O365 experience, is required.
Physical Requirements

  • Must be able to sit or stand for extended periods of time; must be able to set up and use computer and networking equipment, running cables, and installing peripheral devices.
  • Must be able to think analytically, concentrate on tasks and remember details.
  • Must be able to lift 50lbs., push, pull and move up to 100lbs on wheels.; must be able to stoop, bend, kneel and work on your knees.

Bachelor's degree desired or equivalent industry experience.
Other details

  • Pay Type Salary
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What are Convention Data Services Perks + Benefits

Volunteer in local community
Open door policy
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored happy hours
Onsite office parking
Professional Development
Tuition reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Paid industry certifications

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