JOB DESCRIPTION

Job Title: Client Success Manager

Reports To: National Sales Director Petfood

Department: Sales

Prepared By: Human Resources

FLSA Status: Exempt

Date Prepared: 09/25/26

SUMMARY

Responsible for exhibitors and sponsors at Petfood Forum from onboarding through event activation, working with sales, operations and marketing to deliver a strong client experience.

Assists clients with understanding the value of their participation and identify opportunities for future years, this position sets the stage for future renewal.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Engage with designated clients upon confirmation of booth application.
• Review the package purchased, preparation and tools for success.
• Set clear timelines and expectations so clients arrive at the event ready to perform.
• Work closely with clients, particularly first-time exhibitors, to provide support from confirmation through the event.
• Consistent conversations with clients as program progresses, being proactive in communication and anticipating potential issues.
• Identify where clients are behind on deliverables, related to Petfood Forum, confused about logistics, or underutilizing what they have bought.
• Works with appropriate WATT Global Media teams to resolve any issues ahead of the event.
• Conducts a structured review conversation with each client towards the end of their activation.
• Understand what worked, what didn't, and what the client is trying to achieve next year.
• Identify what solutions — exhibit space, Petfood Forum Sponsorship(s), would best serve their objectives for the following event.
• Document those insights clearly and brief the relevant account manager with everything they need to open the re-book conversation from a position of knowledge.
• Onboard new clients on time and ensure client arrives at the event prepared and confident.
• End-of-cycle reviews completed for all clients before the event closes.

SUPERVISORY RESPONSIBILITIES: None

EDUCATION and/or EXPERIENCE

Two to three years of experience in a client-facing role such as account management, client success or event operations in a B-2-B environment.

Experience working in or around B-2-B events, exhibitions or trade media is strongly preferred.

Bachelor of Science, Bachelor of Arts Degree with emphasis in Business, Advertising, Event Marketing, Sponsorships and measurement of best client outcomes.

KNOWLEDGE AND SKILL

• Demonstrated ability to build trust and rapport quickly with new and established clients.
• Strong organizational and portfolio-management skills, with the ability to manage clients at different stages of the event cycle without frequent oversight.
• Commercial awareness sufficient to understand what each client purchased, evaluate whether the client is receiving value and recognize early signs of dissatisfaction or disengagement.
• Ability to translate client feedback into concise, actionable briefing notes for account managers.
• Proficiency using CRM to maintain client records, activity history, issues and follow-up actions.
• Clear written and verbal communication skills, sound judgment, reliable follow-through and the ability to determine when and how to escalate an issue.
• Ability to work effectively across Sales, Event Operations, Event Production and Event Marketing as a connector between clients and internal teams.
• Proficiency in Microsoft Office software programs (PowerPoint, Excel, Microsoft Word, Outlook) Microsoft Teams, Zoom, CRM platforms, Trello, Viva Engage, Paylocity, Bamboo HR, and other programs as required to fulfill the responsibilities of the position.
• Proficiency in AI tools ChatGPT, Claude, Gemini or others to drive sales results.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Communicate with internal and external customers, face-to-face and on the telephone and correspond by using voice, email or letter/memo.
• Sit, stand, bend and stoop.
• Approximately 20% domestic travel is necessary to support event efforts and working with sales managers for upselling and closing.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Results-Only Work Environment (ROWE). Works in virtual team environment where culture, distance, time, and language are considerations to effective working relationships.

Works from home office

Works from Rockford office, clean, well-lighted area with access to up-to date technology and equipment.