Job Description
About Resident:
Resident is a VC-backed culinary events platform that is reimagining where and how people dine. We leverage the 'sharing' economy, similar to Uber and Airbnb, to host our Michelin-grade events in underutilized luxury spaces across NYC and Los Angeles. After 3,000+ events and being named by Inc Magazine as the #1 fastest-growing dining company in the US (381st overall) – we are excited to be able to scale our brand to more geographies and continue to create unique value for our three key stakeholders- our hospitality talent, our diners, and our venue partners.
About the Role
A Client Service Manager position at Resident is a management role, overseeing a group of production managers responsible for the project management & execution of large-format events where the Company leverages third-party vendors for event production. Our hire will guide their team to expand client relationships through making the event planning process easy and stress-free for our clients. The profile of the CSS Manager’s clientele includes production management companies, Fortune 500 Companies, fashion brands, and HNW private clients that will engage Resident to execute conferences, art galas, fashion shows, holiday parties, product launches, PR events and dining events.
Our hire will have at least 5-7 years of large-format project management experience. The CSS Manager will oversee each of their direct reports communications between their clients, vendors, and internal team members- offering the team clear direction on the creation, maintenance, and adjustments of processes that set up their team with the ability to successfully plan and execute each event. Our hire will also consistently work cross-functionally with all our internal departments (e.g. Sales, Client Service, Operations, etc) and will foster a positive, respectful, and inclusive team environment. The ideal candidate is energized by creating order from chaos, thrives in fast-paced environments, and brings both heart and hustle to every client and internal interaction. This person will be kind, cordial, and hospitable in high-pressure situations and successfully nurture key relationships with personnel and external client relationships. This person will be extremely close to our demand generation funnel, and will work collaboratively and cross-departmentally to support customer acquisition, long-term partnerships, and client retention.
Our CSS Manager will be empathetic, persuasive, and relentless with follow-up, elegantly pushing our clients and vendors to align on details and commit to moving forward. Our teammate will be obsessed with building processes and systems that save time and create efficiencies in every sector of the business, and will be an excellent oral and digital communicator- able to convey thoughts clearly and effectively through any means of correspondence. Our hire will consistently leverage our tech stack and promote its use to their team, inclusive of Slack, Monday.com, Trainual. Our colleague will create digital infrastructure to manage venues, clients, and vendors more effectively to ensure that our relationships and internal team is well supported, and teach our team about how to best harness this technology within their day to day roles.
Our hire will be a brand ambassador. Hospitality is at the core of our work, and our teammate will be expected to be acutely aware of Resident's value proposition to all three stakeholders and able to succinctly articulate our value proposition to each. Like any early-stage company, this person will be a proactive, ‘no-task-too-small’ team-player that is willing to roll up their sleeves to build something incredible. Our hire will report to the head of the Client Service & Strategy team. This position will be based in New York and qualified candidates will have at least 5-7 years of professional experience producing large-format events.
Key Responsibilities & Scope
Event Project Management - Managing a team responsible for project managing a significant number of monthly events in NYC from the point of contract signing through to event execution. Our Manager’s scope of work includes:
The CSS Manager will be expected to be a “player-coach,” stepping into some events to take the lead in project management. Our hire is expected to serve as the lead project manager for approximately 10% of the events within their pod.
. Review all client contracts pertaining to events within your pod and ensure all terms and conditions within the event agreements are fulfilled in a timely manner to ensure smooth event execution. Proactively engage sales team members with any clarifying questions.
Responsible for enabling team’s effective and clear communications with clients, vendors and venues. Reviewing all direct reports communications pertaining to clients and jumping in to assist where necessary with support.
Review each direct report’ tone, verbiage, and timing such that they all reflect positively on the brand.
Ensure that each direct report is effectively troubleshooting client, vendor and venue requests, including but not limited to coordinating vendor selection, vendor rental packages, load in/load out timing. and managing clients on-site during event setup.
Ensure that your team is prepared adequately for external check-in meetings between clients, vendors, venue and the seller (if necessary) for all events within your Pod.
Meeting regularly with the department head to ensure your direct reports are effectively executing upon all department processes and projects. Contribute ideas and recommendations for consideration.
Reviewing your team’spost-sale internal communications to ensure each team member is working efficiently, collaboratively, and professionally with other departments.
Support the account managers with all proposals when they need help defining venue costs, venue limitations and vendor exclusive/preferred relationships
Mentorship of junior team members’ client management activities, communication, and process execution- teaching them when it is appropriate to respond rapidly and when it is best to gather facts before engaging to present a clear response to external partners.
Serve as the informational subject matter expert for your direct reports as well as other departments at Resident with regards to CSS SOPs, Company communications strategy and best practices.
Assisting the department’s senior leadership in informing, educating and training colleagues of all CSS strategic initiatives and key changes affecting processes to expedite the transfer of knowledge
Communicate any key points of feedback proactively to the internal team.
Ensure smooth vendor load in/load out
Appointing a clear onsite point of contact for the client for each event, and facilitating any introductions (if necessary).
Conducting venue tours with clients and key vendor partners when applicable/available.
Ensure post event debrief reports are completed in a timely fashion and noting all issues, successes and areas for improvement are noted and clearly communicated to senior leadership.
Assist, as directed by the Partnership Engagement team, in securing date approvals, sales tour approvals and operations access.
Develop and implement venue-related SOPs, including but not limited to vendor SOPs (load in/load out, COI information, storage, staff quarters, bathrooms, etc), cleaning & trash removal SOPs) and ensure the team is trained on executing them properly.
Manage the creation of digital infrastructure & SOPs for new venues.
Consistently liaise with Partnership Engagement team to reveal any friction with property or recurring bottlenecks such that Partnership Engagement team can engage venue leadership to troubleshoot and reduce friction.
Provide visibility to the Partnership Engagement team regarding any client venue special requests or vendor special requests such that the venue relationship manager is aware of such requests.
Assist in operationalizing a new venue for the sales, operations, and client service team. This may include moving company materials to the venue, storing company materials in the venue, and coordinating any furniture movement and floor plans to assist the team in selling the venue.
Ensure external and Internal tears sheets are accurately completed with all relevant data, that any required permits are identified and secured and price books are created and correctly entered in salesforce.
Oversee your team’s management of coordinating vendor COIs for all vendors executing events within your pod.
Oversee, manage, coordinate and ensure all TCO and TPA applications and permits are correctly maintained for all properties.
Ensure Operations team has visibility into TPA for any Resident produced events.
Oversee your team’s records keeping of all necessary event information into , inclusive but not limited to # of guests, event dates, load in/load out details, incidental fees & staffing, vendor referral fees, etc.
Save down any pertinent records into shared drive and CRM software, if applicable.
Ensure final vendor invoices and venue fees are saved down for record keeping purposes
Work with the Financial Controller on setting, implementing, and tracking budgets for various projects, commissions (if applicable) for each CSS team member, and monitoring and controlling event costs.
Work with Business Strategy & Operations to define team member on-boarding with respect to learning CSS processes and responsibilities.
Demonstrate mastery of our tech stack and project management tools, including but not limited to Slack , PandaDoc, Canva, etc.
- Implement various projects related to the efficiency and growth of the business, including but not limited to, infrastructure development, project management optimization, format innovations, and client retention programs.
Qualifications
You are passionate about the event industry, excellent at client relations and facilitating successful experiences
You have at least 5-7 years of experience producing events in New York City.
Experience collaboarting on AV proposals
Strong ability to foster, develop and maintain relationships with internal stakeholders, creative agencies, contractors, freelancers, etc.
Ability to run scheduled and ad-hoc meetings with many stakeholders to ensure that major dependencies are known and that conflicts are resolved constructively.
You are highly detail oriented with excellent written and verbal communication skills
Incredible client-facing communication skills.
Ability to self-organize and prioritize.
Strong analytical thinking and decision-making ability.
You are proactive, solution-oriented, patient, and have a positive attitude.
Proven success in building client and vendor relationships
Excel in a fast-paced environment.
Possess hyper-focused attention to detail.
Ability to work cross functionally for multiple properties and on multiple platforms.
High-functioning negotiation and stakeholder management skills are expected.
Candidate must be able to balance ensuring compliance with the strict rules of the venues with the needs of clients hosting the events.
Ability to write procedures and other key steps associated with specific venues or events
Ability to train and communicate constructively with temporary staff
Contract review and contract compliance experience a plus
Working knowledge of Slack, , Gsuite and all Microsoft programs and systems (e.g., Office, Teams, Outlook, Powerpoint, Excel, Keynote) and other key software. Working knowledge of how to conceptualize and draw floorplans, digitally
Job Type: Full-time
Pay: $85,000.00 - $110,000.00 per year
Benefits:
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Work Location: In person
Resident is a VC-backed culinary events platform that is reimagining where and how people dine. We leverage the 'sharing' economy, similar to Uber and Airbnb, to host our Michelin-grade events in underutilized luxury spaces across NYC and Los Angeles. After 3,000+ events and being named by Inc Magazine as the #1 fastest-growing dining company in the US (381st overall) – we are excited to be able to scale our brand to more geographies and continue to create unique value for our three key stakeholders- our hospitality talent, our diners, and our venue partners.
About the Role
A Client Service Manager position at Resident is a management role, overseeing a group of production managers responsible for the project management & execution of large-format events where the Company leverages third-party vendors for event production. Our hire will guide their team to expand client relationships through making the event planning process easy and stress-free for our clients. The profile of the CSS Manager’s clientele includes production management companies, Fortune 500 Companies, fashion brands, and HNW private clients that will engage Resident to execute conferences, art galas, fashion shows, holiday parties, product launches, PR events and dining events.
Our hire will have at least 5-7 years of large-format project management experience. The CSS Manager will oversee each of their direct reports communications between their clients, vendors, and internal team members- offering the team clear direction on the creation, maintenance, and adjustments of processes that set up their team with the ability to successfully plan and execute each event. Our hire will also consistently work cross-functionally with all our internal departments (e.g. Sales, Client Service, Operations, etc) and will foster a positive, respectful, and inclusive team environment. The ideal candidate is energized by creating order from chaos, thrives in fast-paced environments, and brings both heart and hustle to every client and internal interaction. This person will be kind, cordial, and hospitable in high-pressure situations and successfully nurture key relationships with personnel and external client relationships. This person will be extremely close to our demand generation funnel, and will work collaboratively and cross-departmentally to support customer acquisition, long-term partnerships, and client retention.
Our CSS Manager will be empathetic, persuasive, and relentless with follow-up, elegantly pushing our clients and vendors to align on details and commit to moving forward. Our teammate will be obsessed with building processes and systems that save time and create efficiencies in every sector of the business, and will be an excellent oral and digital communicator- able to convey thoughts clearly and effectively through any means of correspondence. Our hire will consistently leverage our tech stack and promote its use to their team, inclusive of Slack, Monday.com, Trainual. Our colleague will create digital infrastructure to manage venues, clients, and vendors more effectively to ensure that our relationships and internal team is well supported, and teach our team about how to best harness this technology within their day to day roles.
Our hire will be a brand ambassador. Hospitality is at the core of our work, and our teammate will be expected to be acutely aware of Resident's value proposition to all three stakeholders and able to succinctly articulate our value proposition to each. Like any early-stage company, this person will be a proactive, ‘no-task-too-small’ team-player that is willing to roll up their sleeves to build something incredible. Our hire will report to the head of the Client Service & Strategy team. This position will be based in New York and qualified candidates will have at least 5-7 years of professional experience producing large-format events.
Key Responsibilities & Scope
Event Project Management - Managing a team responsible for project managing a significant number of monthly events in NYC from the point of contract signing through to event execution. Our Manager’s scope of work includes:
The CSS Manager will be expected to be a “player-coach,” stepping into some events to take the lead in project management. Our hire is expected to serve as the lead project manager for approximately 10% of the events within their pod.
. Review all client contracts pertaining to events within your pod and ensure all terms and conditions within the event agreements are fulfilled in a timely manner to ensure smooth event execution. Proactively engage sales team members with any clarifying questions.
Responsible for enabling team’s effective and clear communications with clients, vendors and venues. Reviewing all direct reports communications pertaining to clients and jumping in to assist where necessary with support.
Review each direct report’ tone, verbiage, and timing such that they all reflect positively on the brand.
Ensure that each direct report is effectively troubleshooting client, vendor and venue requests, including but not limited to coordinating vendor selection, vendor rental packages, load in/load out timing. and managing clients on-site during event setup.
Ensure that your team is prepared adequately for external check-in meetings between clients, vendors, venue and the seller (if necessary) for all events within your Pod.
Meeting regularly with the department head to ensure your direct reports are effectively executing upon all department processes and projects. Contribute ideas and recommendations for consideration.
Reviewing your team’spost-sale internal communications to ensure each team member is working efficiently, collaboratively, and professionally with other departments.
Support the account managers with all proposals when they need help defining venue costs, venue limitations and vendor exclusive/preferred relationships
Mentorship of junior team members’ client management activities, communication, and process execution- teaching them when it is appropriate to respond rapidly and when it is best to gather facts before engaging to present a clear response to external partners.
Serve as the informational subject matter expert for your direct reports as well as other departments at Resident with regards to CSS SOPs, Company communications strategy and best practices.
Assisting the department’s senior leadership in informing, educating and training colleagues of all CSS strategic initiatives and key changes affecting processes to expedite the transfer of knowledge
Communicate any key points of feedback proactively to the internal team.
Ensure smooth vendor load in/load out
Appointing a clear onsite point of contact for the client for each event, and facilitating any introductions (if necessary).
Conducting venue tours with clients and key vendor partners when applicable/available.
Ensure post event debrief reports are completed in a timely fashion and noting all issues, successes and areas for improvement are noted and clearly communicated to senior leadership.
Assist, as directed by the Partnership Engagement team, in securing date approvals, sales tour approvals and operations access.
Develop and implement venue-related SOPs, including but not limited to vendor SOPs (load in/load out, COI information, storage, staff quarters, bathrooms, etc), cleaning & trash removal SOPs) and ensure the team is trained on executing them properly.
Manage the creation of digital infrastructure & SOPs for new venues.
Consistently liaise with Partnership Engagement team to reveal any friction with property or recurring bottlenecks such that Partnership Engagement team can engage venue leadership to troubleshoot and reduce friction.
Provide visibility to the Partnership Engagement team regarding any client venue special requests or vendor special requests such that the venue relationship manager is aware of such requests.
Assist in operationalizing a new venue for the sales, operations, and client service team. This may include moving company materials to the venue, storing company materials in the venue, and coordinating any furniture movement and floor plans to assist the team in selling the venue.
Ensure external and Internal tears sheets are accurately completed with all relevant data, that any required permits are identified and secured and price books are created and correctly entered in salesforce.
Oversee your team’s management of coordinating vendor COIs for all vendors executing events within your pod.
Oversee, manage, coordinate and ensure all TCO and TPA applications and permits are correctly maintained for all properties.
Ensure Operations team has visibility into TPA for any Resident produced events.
Oversee your team’s records keeping of all necessary event information into , inclusive but not limited to # of guests, event dates, load in/load out details, incidental fees & staffing, vendor referral fees, etc.
Save down any pertinent records into shared drive and CRM software, if applicable.
Ensure final vendor invoices and venue fees are saved down for record keeping purposes
Work with the Financial Controller on setting, implementing, and tracking budgets for various projects, commissions (if applicable) for each CSS team member, and monitoring and controlling event costs.
Work with Business Strategy & Operations to define team member on-boarding with respect to learning CSS processes and responsibilities.
Demonstrate mastery of our tech stack and project management tools, including but not limited to Slack , PandaDoc, Canva, etc.
- Implement various projects related to the efficiency and growth of the business, including but not limited to, infrastructure development, project management optimization, format innovations, and client retention programs.
Qualifications
You are passionate about the event industry, excellent at client relations and facilitating successful experiences
You have at least 5-7 years of experience producing events in New York City.
Experience collaboarting on AV proposals
Strong ability to foster, develop and maintain relationships with internal stakeholders, creative agencies, contractors, freelancers, etc.
Ability to run scheduled and ad-hoc meetings with many stakeholders to ensure that major dependencies are known and that conflicts are resolved constructively.
You are highly detail oriented with excellent written and verbal communication skills
Incredible client-facing communication skills.
Ability to self-organize and prioritize.
Strong analytical thinking and decision-making ability.
You are proactive, solution-oriented, patient, and have a positive attitude.
Proven success in building client and vendor relationships
Excel in a fast-paced environment.
Possess hyper-focused attention to detail.
Ability to work cross functionally for multiple properties and on multiple platforms.
High-functioning negotiation and stakeholder management skills are expected.
Candidate must be able to balance ensuring compliance with the strict rules of the venues with the needs of clients hosting the events.
Ability to write procedures and other key steps associated with specific venues or events
Ability to train and communicate constructively with temporary staff
Contract review and contract compliance experience a plus
Working knowledge of Slack, , Gsuite and all Microsoft programs and systems (e.g., Office, Teams, Outlook, Powerpoint, Excel, Keynote) and other key software. Working knowledge of how to conceptualize and draw floorplans, digitally
Job Type: Full-time
Pay: $85,000.00 - $110,000.00 per year
Benefits:
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Event Producer - Senior position is now open for candidates interested in the Back Office Jobs sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.
