Actual article date: Dec 10, 2015

For a long time, I have always wondered “what in the world is a Customer Success Manager? What makes it so special?” I beg to differ now that I AM one, it isn’t just another fanciful name but a load of responsibilities you carry on your back.

Have you ever wondered how the flow of a networking event works? What makes us (a concierge/customer success/engagement manager) so special compared to the eDMs you receive on a day to day basis reminding you of your event schedule or updates?

Whether your answer is yes or no, I feel compelled to take you on a quick tour of our day to day work life as a Customer Success Manager.

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We go the extra mile to ensure that your networking experience is smoothly executed

1. We receive hundreds, sometimes thousands of emails a day and our Customer Success team tries our best to reply every single one of them. At times we work through the night due to the time differences so as to ensure you do not miss out on any networking opportunities.
2. We personally connect 2 mutual parties for relevant and focused meeting during the event
3. Recommending who and what is relevant to you; facilitating relevant connections like a modern event cupid. ‘Hassle-free’ is our middle name and networking is our game.

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Challenges we face daily

1. We usually get ignored on a basis of “Oh I thought it was just another auto generated email”.

• Advanced in technology we may be, we do not have a robot sitting in our office to send emails and reply to responses, so please try not to ignore us.

1. Managing KPIs just like any other job in the world.

• No we don’t get a profit or commission from the number of matchmaking we do, but it’s more of a personal target, a goal that we set to achieve when we commit to your event as your Engagement Manager. We take pride in our work and do our utmost to get the best business matching result for every event.

1. 24 hours is never enough

• Juggling with real time events need a lot of discipline and initiative. We could be working on an event in Asia and in the States concurrently, we practice effective time management to optimize our engagement execution.
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#AchievementUnlocked is when your event is a success

Just like how a cat likes to be stroked on its back, we get high on your success! As the saying goes “you reap what you sow”, this is what we are talking about. Especially when we get happy emails from you saying how we have helped you connect to people you want to meet!

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Questions we get asked on a day to day basis

1. Why can’t I download the app / Why do you not make it into an app?

• As much as I do not hope for the networking app to be downloadable (means more work for us — I’m kidding). In order to make it hassle-free, we try to minimize the number of clicks you have to make to start networking. Just 1 click on the link that we provide for you and it takes you there — literally hassle-free

1. Why can’t I access the app on my laptop/computer/phone/table/tv/cat?

• I would like to reply with “Have you tried switching it off and on again?”. IKR (I know right) it ticks me off if I get that reply. So, we have identified the issue and it’s probably because your browser is outdated you might want to plug in your laptop/computer/phone/table/tv/cat to do a software update.

1. Why have I sent 2342342342352453 requests and none of them being accepted? WHY AM I BEING IGNORED?! *throws random language rant*

• Just like how you wouldn’t accept a Facebook friend request if there are no mutual interests, same goes for meeting requests. However, most of the time you should get at least a 10–20% acceptance based on how many requests you sent. The earlier you start the better.

Pretty much sums up what we do as the unsung heroes of your event. Till next time!