At Visit and Poken by GES, we develop innovative registration and engagement software/hardware applications for exhibitions and events. Our products are designed to collect visitor registration data and sales leads for exhibitors, and then mine that data to extract intelligence for the event organiser. We develop the complete products, from start to finish.
Reporting to the Client Service Director, you will be responsible and accountable for client satisfaction, retention and delivery of services as defined in the client contract and related documents. The Client Service Manager is responsible for ensuring that their allocated clients are serviced in line with standards set out by Visit & Poken. The position is both responsive and proactive and the role-holder will take pride in meeting and exceeding client expectations. The Client Service Manager will take clear ownership of client issues from start to finish, and will always ensure that these are addressed and resolved. They must also be able to form excellent relationships with their allocated clients ensuring that those clients are dealt with efficiently and effectively
Plan and deliver client projects to an agreed budget and timescales
Plan and coordinate all events activities, ensuring plans are communicated to relevant personnel both internal and external
Maintain regular contact with the client and ensure regular meetings are scheduled either over the phone or face to face
Drive Visit & Poken GES products such as Visit, Visit Connect and Visit Intelligence as well as promoting portfolio growth
Maintain contracts and licence numbers in line with current contract parameters
Proactively identify and anticipate client needs
Quality control all completed deliverables to ensure they have been delivered accurately to the specification.
Work closely with Support Engineers
Attend client sites and show sites as and when required nationally and occasionally internationally
Prepare and deliver comprehensive on-site plan, working closely with the on-site engineers
Open events when required
Conduct post implementation reviews of events in the spirit of continuous improvement, ensuring both customer and colleague feedback is collated and acted upon
Develop and Implement ideas for improvement of delivery of services
Liaise and attend meetings with other departments and clients
Ensuring close and well-coordinated communication with the Business Development in relation to both service provision and client contact and relationships
You will be required to develop and maintain positive and progressive working relationships both internally and externally, in order to facilitate growth and integration across the business.