Manager, Customer Events

About Skillable

Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, drive and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like!

Our people and talent are what make us great and fun! We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist.

Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career!

The Manager, Customer Events is responsible for developing and owning the customer experience for all customer events that Skillable supports with hands-on experiences. Lead Skillable’s events team to execute successful customer engagements and scaling the department in support of our customers. Own and support the Events team with tracking calendared events for smooth logistical operations, providing clear and effective readiness materials, documentation, and tools to support external customers, troubleshoot issues and process necessary changes in the course of business. Serve as the subject matter expert on Skillable and our event delivery philosophy and processes.

Skillable Event Support specializes in enhancing hands-on learning experiences at conferences, focusing on technical sessions. Skillable provides a comprehensive suite of services including pre-event planning, audience engagement, and technical content creation. We ensure seamless delivery of technical labs, manage provisioning, and offer real-time support.

The Skillable Events team is responsible for the success of Skillable hands-on experiences for our customer’s events. The role will be involved in scoping, capacity planning, testing, content onboarding and live technical support of the hands-on labs for their assigned event.

Responsibilities

• Lead the end-to-end management of customer lab events, from conceptualization to completion, ensuring they exceed our clients’ expectations. Work in close partnership with team members across departments to ensure a cohesive programmatic approach to event planning stages including execution, and follow-up.
• Align and assign team member and technical resources to support all scheduled event activities, including creating, documenting, and regularly maintaining project plans of on-site and virtual customer events.
• Drive scalable solutions that support both the goals and expected growth of the Events business.
• Manage and communicate customer event program schedule and ensure transparency of timing and deadlines both internally and for the customer.
• Cultivate strong relationships with our customers and build an understanding and awareness of their goals and preferences.
• Collaborate with Account Executives to tailor events to customer needs and appropriately leverage events as an opportunity to build strong relationships through ensured success for our customers.
• Advise and collaborate with leaders to ensure Skillable has a right-sized support and onsite event delivery team.
• Partner with our product and infrastructure teams to manage capacity of the Skillable Studio platform, plan for business continuity, aim to prevent resource constraint issues and provide up-to-date outlook on future resource needs during deliveries.
• Analyze delivery successes and challenges and collaborate with stakeholders and internal teams to create solutions and drive bookings growth.
• Monitor product performance through regular metrics and reporting; collaborate with cross-functional stakeholders for future enhancements including capacity and platform needs.
• Partner with leadership on strategic goals and emerging trends with upcoming deliveries.
• Own onboarding and training materials that support collaboration and successful event delivery.
• Manage deployment of on-premises and cloud infrastructure for customer deliveries as needed.
• Serve as a subject matter expert on Skillable to the customer.
• Regularly evaluate and assess the event programs’ strengths and weaknesses, data, capacity and overall execution to understand useful trends and scalability in future decision making and drive improvement of internal processes.
• Represent Skillable at industry events and conferences regularly and as required.
• Define and implement standardized resources needed and create project plans for customer events and large deliveries to ensure success.
• Represent departmental functions, standards and goals during communications and calls with customers and stakeholders, participating in sales motions, demos and other go-to-market activities as necessary.
• Coach, mentor and manage a team to ensure productive performance and talent pipeline growth within the department and broader business division.
• Develop, create and own the delivery of appropriate onboarding and training materials to ensure successful assimilation with the team and division.
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
• Other strategic business initiatives or cross-functional project involvement as required.
  
  

Qualifications

• Bachelor’s degree OR related equivalent professional experience.
• 8+ years working closely with customers in a role that focuses on guiding and advising customers.
• 3+ years experience leading and managing a team, including leading cross-functional work groups or project teams successfully.
• Proven experience mentoring and coaching others, both cross-functionally or directly.
• Ability to direct a team and negotiate and influence multiple stakeholders cross functionally and within the team.
• Expertise with the Skillable platforms, products, and customer ecosystem strongly preferred.
• Experience organizing project teams to ensure resources are in place for event program requirements.
• Experience working cross-functionally and promoting collaborative partnerships to drive results 
• Proven ability to work and communicate effectively to various audiences/levels including leadership through various mediums.
• Experience professionally presenting and conveying material both formally and informally to all levels of the organization.
• Ability to travel internationally and domestically and manage complex itinerary details and bookings when necessary.
• Proven ability to multi-task, prioritize, and meet deadlines and Company standards.
• Familiarity with collaborative tools such as Microsoft Outlook, Teams, Planner, etc.
• Experience understanding the needs and expectations of the customers and ensure that they are met or exceeded.
• Experience measuring customer satisfaction, creating customer loyalty, and handling issues.
• Skilled at collecting and interpreting data and information to measure and improve customer service performance and quality.
• Naturally inquisitive with a desire to solve problems and dig into detailed analysis.
• Thorough understanding (or willingness to learn expeditiously) of business operations and processes.
• Interest and ability in mentoring other team members as applicable.
• Strong MS Office, web conferencing and internal communication software experience.
  
  

Salary Range

The base salary for this position is $120,000 - $140,000 annually. This range does not include at plan potential for commissions and/or quarterly upsides. This role is not eligible for Skillable’s corporate bonus plan. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans.

Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges.

Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time.

What’s in it for You? Rewards and Perks

Requirements

We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings! Subject to eligibility requirements, the Company offers comprehensive benefits including:

• Fully remote with a monthly stipend to pay for office services and supplies
• Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
• 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
• Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
• Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
• Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!
  
  

Working Conditions

The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day.  Travel is anticipated up to 40% of the time throughout the year, varying timeframes and locations both national and international for critical customer meetings and industry events. 

Skillable can only hire potential candidates with a primary residence in the following States: AZ, CA, CO, FL, GA, ID, IN, KY, MA, ME, MI, MO, NC, ND, NE, NH, NV, NY, OH, OK, SC, TN, TX, UT, WA, WI.