Job Description

Customer Success Manager

The Association of Equipment Manufacturers (AEM) is hiring a Customer Success Manager! We are looking to connect with service-oriented professionals who would enjoy variety and challenge within our Member & Exhibitor Success Team (MEST). This position will support overall customer satisfaction through strategic oversight and management of customer service lines & initiatives.

The hours for this position are 8:00 a.m. to 4:30 p.m. Monday through Friday, with two telework days per week and flexibility based on office coverage needs.

Responsibilities:

Strategic Oversight of Customer Needs

• Manage onboarding sessions with members and exhibitors.
• Manage exhibitor and member webinar progress from start to finish.
• Support team members implementing and executing webinars.
• Create & manage work plans to include budget for each trade show

Customer Service Lines

• Answer and respond to inbound inquiries via email and telephone.
• Monitor systems to review, analyze, and report on customer service performance metrics.
• Handle escalations to ensure customer satisfaction.

Support MEST team

• Assist the MEST team with research, data entry, applications, and reports.
• Collaborate with the MEST Team to identify sales opportunities.
• Lead data hygiene initiatives.

Additional Responsibilities

• Serve as a leader for the Customer Success team, fostering high-performing team members.
• Support workplans, monitor project deadlines, and manage schedules accordingly.
• Create programs to address customer needs.
• Support staff show management office and customer service hub onsite at trade shows.
• Serve as an advisor of customer success for Registration & Housing, Marketing, and Exhibitions departments.

Requirements:

A successful candidate will hold at minimum an Associate’s degree in a business-related field and will have 4-6 years of relevant experience in Customer Service. Previous experience managing a team preferred. The ideal candidate will also demonstrate:

• Excellent written and verbal communication skills.
• Ability to travel 5-10%, including travel/work outside of business hours, depending on annual trade show cycle.
• Experience in customer service, additional experience with exhibitions and trade shows preferred.

About AEM:

AEM is the leading organization in North America advancing construction and agriculture equipment manufacturers and their value chain partners in the global marketplace. In enabling growth together, AEM and its members build momentum for the equipment manufacturing industry and the markets it serves.

AEM offers a competitive salary and an outstanding benefits package including health, dental, vision, 401(k), 401(k) company match, life insurance, long-term disability, 18 PTO days during the first full calendar year, and 10 paid holidays. Our staff is enthusiastic and passionate about what they do, our office space is both modern and inviting and are involved in a variety of community services.

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