Reporting to the Head of Customer Success, the Customer Success Manager Scale (CSMS) manages a portfolio of customer accounts and is responsible for driving customer value realisation, engagement, and retention across the RightShip product suite. 

The CSM, Scale will focus on the mid-market and long-tail segment of customers that are primed for nurturing and growth. The role ensures customers are successfully onboarded, supported and enabled to maximise the value of RightShip’s solutions throughout the lifecycle of their engagement. The CSM acts as a trusted partner to customers, working closely with Sales, Product, and Support teams to ensure strong implementation, adoption, proactive engagement, and timely contract renewals. 

The CSM plays an important role in maintaining strong customer relationships, identifying risks to retention, and supporting growth opportunities across the customer portfolio.  

RESPONSIBILITIES

Customer Onboarding and Implementation

• Act as the primary point of contact for assigned customers during onboarding and implementation across the RightShip suite of products and services. 
• Coordinate onboarding activities including account enablement, configuration, training and early adoption support. 
• Guide customers through key product capabilities and ensure alignment between customer objectives and the value delivered by RightShip solutions. 
• Ensure a smooth transition from Sales to Customer Success by supporting the handover of new accounts and confirming customer goals and success criteria. 

Customer Engagement and Value Realisation 

• Manage an assigned portfolio of customer accounts, maintaining regular engagement to ensure customers derive value from RightShip’s products and services. 
• Develop and maintain strong working relationships with customer stakeholders to understand their operational needs and priorities. 
• Monitor customer usage, engagement and satisfaction to identify opportunities to improve adoption and overall customer outcomes. 
• Proactively identify potential risks, blockers or issues affecting customer success and work with internal teams to resolve them in a timely manner. 
• Act as the voice of the customer by gathering feedback and sharing insights with Product, Sales and other internal teams to improve solutions and customer experience.  

Customer Retention and Account Health 

• Support the achievement of customer retention and renewal targets by ensuring customers realise measurable value from RightShip’s services. 
• Maintain visibility of contract timelines and work collaboratively with Sales teams to support timely renewals. 
• Identify potential retention risks within the portfolio and escalate where necessary to ensure proactive mitigation. 
• Track key customer success indicators including engagement, adoption and satisfaction across assigned accounts. 

Customer Support and Issue Management 

• Serve as the first point of contact for customer queries, product usage questions and service requests. 
• Coordinate internally with Product, Platform Support and other teams to resolve issues efficiently. 
• Maintain clear communication with customers throughout issue resolution and ensure appropriate follow-up. 
• Support the delivery of service levels and response standards expected by customers. 

Commercial Collaboration 

• Identify opportunities within the customer portfolio for additional value through product adoption, expanded usage or additional services. 
• Collaborate with Sales teams to support customer discussions relating to upgrades, renewals or new solutions. 
• Provide insights and context from ongoing customer engagement to support commercial conversations and account planning. 

QUALIFICATIONS, SKILLS & ATTRIBUTES

• Bachelor’s degree in Business, Maritime Studies, Marketing or related discipline 
• 6–8+ years’ experience in customer success, account management, customer experience or client relationship roles. 
• Experience working with SaaS platforms, digital products or maritime industry solutions is desirable. 
• Strong ability to build relationships with customers and understand their operational needs. 
• Ability to communicate product value and translate technical capabilities into practical customer outcomes. 
• Strong organisational skills and ability to manage multiple customer relationships simultaneously. 
• Ability to collaborate effectively across cross-functional teams. 

Job Purpose:

The Senior Conference Producer will be involved in the development and execution of their own events, to ensure each Strategic and Technical agenda meets dmg’s market leading global standards.

Working as part of the global dmg Education team, which comprises of conferences, exhibitions and online products, you will be involved in all aspects of the strategy and execution of your conferences, including support on commercial structure, identifying sponsors, partners, potential hosts, as well as programme creation and development, on-site management and speaker liaison to ensure the successful smooth running of the conferences, and that exceptional service is delivered to our customers and clients.

This role is key to the success of the growth and development of our business, it is heavily focussed on year-round content and the programme development of our global conferences but also covers other areas of conference management. Working alongside commercial, marketing, PR, data & digital, operations teams, you will report directly to the VP for Asia, working on a major new business launch that will become an international large-scale event.

This is an exciting and highly varied role that will demand intellectual autonomy, creativity and an ability to think beyond the standard commercial conference ‘conveyor belt’ production cycle. The primary aim will be to help dmg create a long-term reputation for excellence in the Asian Education market, driving forwards our ambitions to be the most respected provider of Education conferences in the world.

Key Accountabilities:

Conference Production and Content Strategy

• Support and manage the strategic conference, from research through to onsite delivery.
• Conduct in-depth research with senior global public and private sector stakeholders to create compelling programmes at the highest level of commercial viability for both sponsorship and delegate sales.
• Source, qualify and liaise with the Conference Chair/s, Knowledge Partners and Steering Committee members to determine a strategic plan for conference themes, topics, session chairs, and optimum speakers.
• Recruit highly esteemed leading experts, industry representatives, regulators, government representatives, and other relevant speakers to the programme faculty.
• Manage the technical call for papers process, creating topics and managing the execution and delivery of targets with technical committee members and internal teams.
• Work closely with the Marketing team to develop digital content-marketing campaign ideas.
• Support the VP with content strategy.
• Work with the Event Director to target key industry stakeholders, including Ministers, IOCs, IECs, NOCs, Global Leaders, to positively influence them regarding the value / positioning of our events.
• Assist in the development of effective mailing lists by contacting people both inside and outside the company who have access to the names of potential delegates, and ensure such information is communicated to the marketing team.

Conference Project Management

• Establish key relationships with partners and industry stakeholders, develop content strategies in accordance which our partners’ objectives.
• Develop current and prospective customer insights and relationships as part of the overall account management strategy for each event.
• Key account management and customer relationship development, to grow and establish each event as a leading brand.
• Use your industry expertise, industry relationships and Steering Committees to shape our marketing content messaging, brand marketing & positioning and generate press releases.
• Maintain close links with management to ensure that they are constantly aware of the status of events through weekly reports.

Product Delivery and Management

• Conduct telephone and in-person research with potential attendees within the target market for each event to develop programme agendas.
• Join sales calls and meetings with existing and potential clients to commercially contribute to the growth of the portfolio and find new market opportunities for speakers, moderators, partners.
• Recruit highly esteemed leading experts, industry representatives, regulators, government representatives, and other relevant speakers to your programme faculty.
• Assist in the maintenance of constant, correct and timely liaison with speakers throughout the duration of the event - onsite conference fulfilment.
• Research and provide strategic information required to market/promote each conference.
• Assist with queries from potential delegates and assist in adopting positive actions to help sell delegate places and sponsorship.
• Work closely with the operations team to ensure delivery of a first-class onsite conference experience for attendees.

dmg Asia Portfolio Support

• Ensure content and associated narrative alignment between Asia’s portfolio and dmg’s flagship events.
• Create a playbook for managing the technical call for papers process across the portfolio, creating topics and managing the execution and delivery of targets with technical committee members and internal teams.
• Prepare speaker liaison playbook to ensure all speaker preparation and requirements are taken care of.
• Work closely with the operations team to ensure delivery of a first-class onsite conference experience for attendees for all shows.
• Attend conferences to promote Asia’s portfolio, gather market intelligence, as well as network with potential speakers and delegates to establish and maintain relationships pre- and post- conference.

Job Context:

Relationships - Internal: 
•    Will report to the senior management on day-to-day issues.
•    Senior management – contact with VP and Event Director to ensure content strategies are fully integrated and all respective staff are aware of processes.
•    All internal functions Commercial, Data & Digital, Marketing & PR, HR, Finance and Operations.

Relationships - External:
•    Education value chain.
•    Event hosts when applicable.
•    Senior individuals/C-suite professionals on Governing Bodies. 
•    Associations - Industry and Sector specific.
•    Knowledge Partners.
•    Steering Committees.
•    International government representatives.
•    Trade ambassadors.

Qualifications, Experience, & Skills:

•    Passionate, dedicated, and knowledgeable about developing smart, profitable, and industry-leading conferences and with a proven and comprehensive experience of applying efficient and effective processes to your own successful conference portfolio.
•    You will demonstrate the ability to simultaneously manage a portfolio of international event products.
•    You will show how you are able to create leading-edge marketing and sales campaigns.

Skills and Behavioural Competencies

•    Minimum 5 - 7 years conference production experience.
•    Excellent networking and information gathering abilities.
•    Engaging, professional and diplomatic demeanour.
•    Comfortable conducting regular phone calls and meetings with a range of senior industry figures.
•    Strong teamwork skills to ensure the efficient running of content team.
•    Self-disciplined and able to work both independently and as part of a team.
•    Problem solver with the ability to break down complex concepts, make logical comparisons, and identify underlying patterns and connections.
•    Agile learner with the ability to develop in-depth technical knowledge on diverse topics and an understanding of key commercial drivers underlying your products.
•    Resilient, with a strong desire to succeed.
•    Experience in the Education industry is a strong asset.

You should be open to international travel, as required by the job role.

dmg events is an equal opportunity employer. If you have not had feedback from us within 14 days, please consider your application as unsuccessful for this round.

Job Purpose:

The Sales Manager will be responsible for retention and growth of key accounts as well as the generation of revenue from new businesses for the dmg Asia Education Portfolio. This role will have to close high-value deals with large, blue-chip companies at senior management or director level. This role has no direct management responsibility but will involve mentoring of early career individuals.

Key Accountabilities:

• Managing a portfolio of key accounts with five and six figure contract value effectively
• Cultivate strong relationships with multiple senior stakeholders with a consultative approach
• Achieving and exceeding agreed show and personal revenue and profit targets
• Undertaking research to understand the market objectives, aims and ambitions of your client base
• To work closely with and within each business to identify its aims, objectives and requirements
• Tailor opportunities available, creating strong partnership propositions
• To identify new sales opportunities and develop them into long-term relationships
• Work closely with other departments, content, marketing, and sales to operate as one team.
• Open to taking on leadership and support of leadership roles on occasion
• Open to mentoring others
• Attend events and liaising with exhibitor and sponsor clients onsite to ensure that their contract is fulfilled and all their concerns and needs are addressed.
• Keep up to date via a wide range of material including various industry publications relevant to the topic areas and audiences of assigned conferences for developments and trends in the industry.

Job Context:

We are looking for an experienced and influential individual with excellent working relationships within both the Education (particularly oil & gas, renewables) and event organisation sectors, with proven event business development skills. We expect the new team member to be a proactive hunter, an ambitious individual to expand dmg Asia’s multi-million portfolio, with attractive awards for meeting and exceeding targets. There is also robust opportunity for you to grow into a leadership role, were this your next career objective. 

Qualifications, Experience, & Skills:

Key requirements for the role
•Extensive experience (6 years) in B2B conference and exhibition sponsorship sales, which should mainly and/or most recently have occurred within the Education sector
•Strong knowledge of and familiarity with the dynamics throughout the traditional Education sector and, ideally, in new areas of renewable Education
•A solid understanding of the Education market from both commercial and technical perspectives
•Previous senior responsibility for ambitious sales targets, demonstrating ability to consistently meet and exceed these targets
•Previous experience having trained salespeople and having developed a methodology/material that are instrumental in this process
•Ability and proven experience of working with a wide range of cultures
Personal Attributes
•Customer Focused – put the customer at the heart of everything we do, rapport building, post-sale relationship management, account management
•Harding working - Strong work ethic representing our industry leading brands
•Studious - Desire to learn and embrace best practice within your discipline
•Respectful – demonstrate consistency and reliability in all areas
•Collaborative – display open communication and innovation
•Proactive – take initiative on opportunities and test your ideas
•Efficient – display excellent time management and prioritisation
•Effective – focusing on the right things at the right time to deliver the best results
•Entrepreneurial - agile, adaptable, innovative, proactive
•Professional – accountable, responsible, reliable, consistent, attention to detail, trustworthy
•Disciplined – time management, drive, focus, organised, work ethic, efficiency
•Positive – resilient, adaptable, flexible, Education, passion
Technical abilities
•Sales ability – questioning skills, proposal writing, objection handling, urgency, presentation skills, closing, building value, negotiating 
•Pipeline management/forecasting
•Sales planning – lead sourcing, researching, market mapping, positioning
•Business Insight – market/industry, product, customer
•IT Skills – MS Office, CRM systems

dmg events is an equal opportunity employer. If you have not had feedback from us within 14 days, please consider your application as unsuccessful for this round.