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Opus Agency · 7 hours ago

Attendee Support Manager

United States

Full-time

Remote

Mid, Senior Level

$67K/yr - $80K/yr

3+ years exp

Opus Agency is a company that partners with leading brands to create impactful events and experiences. They are seeking an Attendee Support Manager to lead attendee support for large-scale events, ensuring excellent customer service and managing registration processes.

AdvertisingEvent ManagementEventsMarketing

Growth Opportunities

No H1B

Responsibilities

Works as workstream lead on large events (approx. 50k in person, 200k digital)

Independently manages and supervises all assigned tasks on a variety of event types, for multiple projects simultaneously

Supervises, trains and supports team members staffed on your programs

Creates a workback timeline and ensures the timeline is followed

Creates and maintains documentation and resource guides for registration website/digital tools

Demonstrates proficiency in using known and new digital tools and platforms, including understanding how functionality impacts user experience and troubleshooting technical solutions

Understands all areas of a digital event and event registration (finance, housing, web) at a high-level and can speak intelligently to clients on these areas

Active participant in team and client meetings; document meeting outcomes. Able to lead complex client meetings involving multiple clients and stakeholders

Thoroughly completes all projects within hourly goal and budgetary requirements by using the most efficient methods to execute each project and task

Regularly uses advanced Excel formulas, and can create, edit, and present reports to client team

Supervises onsite team, acts as a point of contact for the client as needed

Develops attendee support plans and continuously updates team on best practices and/or current process

Assists in answering incoming emails and chats from customers, clients, vendors and team members

Provides excellent customer service to attendees, clients and vendors

Recognizes the need for process improvement, takes ownership in actively improving documents and team resources

Creates risk mitigation plans and quickly adapts to changing circumstances requiring changes to plans

May manage direct reports

Supports interview process for seasonal staff

Creates resources and trainings for staff supporting your projects

Oversees outgoing responses from team members and provides feedback/coaching as necessary to assure high performance

Supports registration check-in and attendee escalations at various events throughout the US and internationally

Maintains positive relationships with key client stakeholders, provides regular reports and updates as needed

Qualification

Event registration softwareProject managementTeam leadershipTraining developmentCustomer serviceMicrosoft OfficeAnalytical capabilitiesResourcefulnessCritical thinkingOrganizational skillsVerbal communicationWritten communicationTime managementAdaptability

Required

3+ years of experience in a relevant role, with strong preference for experience in corporate events with registration software such as Cvent, Rainfocus, Stova (Aventri, eventcore, MeetingPlay) Swoogo, and Eventbase, and email ticketing software such as Help Scout and Zendesk

Proven experience in management of high-touch projects or events successfully from concept to execution

2+ years of experience leading & supervising successful teams

Experience creating effective trainings and resource documents

Ability to multi-task in a fast-paced environment

Strong writing skills (including clarity, customer-friendly tone, accuracy and grammar/structure) are a must in this role as you represent our clients to their customers

Displays strong critical thinking, organizational, and analytical capabilities

Manages own time to meet project deadlines and in a manner that supports others meeting their project deliverables

Demonstrates strong verbal and written communication and presentation skills, exhibiting confidence

Ability to effectively prioritize workload on multiple projects & events simultaneously

Successfully perform in high stress, fast-paced environment

Accept changes with short notice and tolerate frequent interruptions

Ability to maintain high levels of confidentiality

Work cooperatively with other employees, vendors, and clients

Demonstrate resourcefulness, able to self-direct one's own learning and development with support of peers and managers

Can provide critical, constructive feedback to colleagues in a professional manner

Microsoft Office suite program experience (Outlook, Excel, PowerPoint, OneNote); Excel and spreadsheet experience strongly preferred

Language skills - Ability to write reports, business correspondence, and procedural instructions. Ability to present information and respond to questions from managers, clients, customers, or the public. Ability to interact both on a one-to-one and group basis

Mathematical skills - Ability to apply concepts of basic algebra and geometry, fractions, percentages, ratios, and proportions to practical situations. Ability to create, monitor and understand budgets, debits, credits, and reconciliation

Reasoning skills - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form