Customer Success Manager, Event Housing

We are looking for a skilled and motivated Event Housing Manager to join our team at Streampoint Solutions. Our company is a leading provider of event technology solutions to clients worldwide. We specialize in creating tailored tools for conferences, trade shows, and special events, including our cloud-based room block management platform, Resiada.

As our Event Housing Manager, you will manage client relationships and ensure their success in using Resiada to optimize their room blocks and increase their bottom line. This will involve acting as the primary point of contact for clients, working with hotels to meet contractual obligations, and ensuring maximum pick-up and avoiding attrition.

We are looking for a customer-focused individual with exceptional communication and organizational skills. Your success in this role will depend on your ability to set and maintain clear expectations, manage multiple tasks and projects simultaneously, and collaborate effectively with account managers, developers, and the support center.

**As** **the** **Customer** **Success** **Manager,** **Event** **Housing,** **your** **responsibilities** **will** **include**:

- Ensuring successful client launches related to Event Housing services
- Reviewing and analyzing hotel contracts to ensure contractual and financial obligations are being met
- Evaluating and providing guidance on hotel room block allocations
- Managing all concessions, including accurately tracking and assigning earned complimentary rooms
- Identifying areas of critical need and providing solutions
- Monitoring time spent on accounts to maximize efficiency and profitability
- Utilizing systems to manage and report contractual service levels
- Acting as point-of-contact for escalations and providing recommendations for corrective action
- Assisting with onsite housing desk needs and logistics
- Preparing FAQ documentation per event and leading Support Center training
- Providing client reports that include strategic analysis and suggestions on pickup, pace, and forecasting attrition
- Delivering a final report within 30 days of the end of the event
As an integral member of our team, you will be expected to demonstrate exceptional attention to detail, strong analytical skills, and the ability to work collaboratively with various stakeholders to ensure the success of each event. You will also need to be highly organized, customer-focused, and able to manage multiple projects simultaneously.

**Requirements**:

- A Bachelor’s degree in a related field or equivalent practical experience
- A minimum of 3 years’ experience in group housing/room block/hotel management
- Previous experience with event room block platforms preferred
- Demonstrated success managing multiple projects simultaneously
- Comfortable with technology and ability to learn new systems
- Ability to travel (mínimal) and work weekends when required (valid passport required)

**Competencies**:

- Room block management
- Event management
- Problem-solving and analysis
- Business acumen
- Strategic thinking
- Customer focus
- Communication proficiency
- Ability to consider the big picture

**Additional** **Information**:
**Type**: Full Time, Contract
**Functions**: Event Housing Manager
**Location**: Etobicoke, Toronto (Canada) or Remote (US)
**Industries**: Event Services, Hotel Management, Trade Shows, Hospitality

At Streampoint, we are dedicated to fostering a dynamic, supportive, and inclusive work environment where every team member has the opportunity to thrive and grow. We are passionate about providing innovative event technology solutions to our clients, and we believe that the contributions of our talented and driven team members drive our success.