Client Services Manager

Convention Data Services (CDS), a Freeman Company, is a trusted event partner providing registration, business intelligence, and lead management solutions to top show organizers worldwide. With 35+ years of experience, CDS serves 100+ clients across high-tech, healthcare, hospitality, and more. Our innovative approach enhances event experiences and strengthens the industry.
As Client Services Manager, you will directly manage registration coordinator and production teams. You will be responsible for overseeing the day-to-day workflow of the registration managers as well as assisting the senior Client Services Manager with the management of department projects and initiatives.
This is an in-person, Bourne, MA based position. Must be able to commute to the Bourne office.
Job Responsibilities

• Support senior Client Services Manager in establishing policies and procedures to ensure efficient operation of the event registration services department.
• Establish and implement short and long-term goals and objectives for the event registration services department.
• Meet with clients to understand requirements, resolve issues, provide feedback.
• Assess and assign events to the registration coordinators and support senior Client Services Manager in the assignment of proper event loads to registration managers to properly support, execute and meet client satisfaction goals.
• Coordinate and lead training for registration managers and department team members.
• Act as main point of contact for department with regard to registration coordinators (i.e.: intra/interdepartmental collaboration, receive/share best practices, issue resolution, and standardize documentation).
• Work with registration managers to support events and streamline teamwork between registration coordinators and registration managers. Review and monitor timelines across the teams.
• Organize, facilitate, and share cross event information/documentation for registration coordinators and production.
• Facilitate department related meetings and run scrums according to cadence.
• Oversee, monitor, and enforce that the functional requirements document (FRD) and other department documentation are being updated, utilized, and completed in a timely manner.
• Act as primary point of contact/expert for badges, materials, and other registration coordinator responsibilities.
• Monitor materials budget; look for efficiencies, cost savings, and opportunities; provide recommendations.
• Conduct performance evaluations for registration coordinators and production team; mentor and coach staff; work with staff to improve performance.
• Manage all direct reports including hiring, promotions, terminations, etc. Will also be part of the interviewing process and onboarding of registration managers.
• Motivate staff by creating and maintaining staff focus, enthusiasm and momentum.
• Point of escalation for issues beyond scope of event registration coordinators and managers. This includes clients.
• Escalate team challenges to Client Services Manager, director of event services and other management as necessary.
• Perform and assign special projects as needed.

Required Skills

• Ability to interact with clients, team members, cross departments, and executives.
• Demonstrated leadership and communication skills with ability to organize, facilitate, prioritize, and problem-solve.
• Ability to handle challenging situations and multiple tasks simultaneously and perform within tight time constraints is required.
• Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments. Must be able to foster a cooperative work environment and create a sense of community within the teams.
• Proficiency in MS Office.

Experience
At least four years of supervisor/management level experience that is directly related to the duties and responsibilities specified.
Education/Certification
BS/BA degree in management, or equivalent.
Work Arrangement
This is an in-person, Bourne, MA based position. Must be able to commute to the office. Business hours are Monday - Friday, 9:00 a.m. to 5:00 p.m. Extended business hours and weekends may be required. Some travel may be required.
Benefits
In addition to health, dental and vision, we offer a comprehensive benefits package including:

• Flexible Paid Time Off
• 401k Plan Matching
• Generous Paid Parental leave
• Tuition Reimbursement
• Training and professional development

Other details

• Pay Type Salary

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