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22 Dec 2022

Full-Time Success Manager / Events Account Manager

WeAreTotem – Posted by WeAreTotem London, England, United Kingdom

Job Description

Job Advert

Success Manager/Events Account Manager

Starting Base Salary of £32,000 – £35,000


Job Advert created/reviewed on 22nd December 2022


What We Offer


Life Essentials:

  • We offer Flexible working to support our people with their individual lives
  • Flexibility of hours
  • Work from Home Allowances
  • Choice of Laptop for our Hybrid employees
  • For all roles on our Totem Leap Internship programme we offer the London Living Wage as the starting salary


Generous Leave:

  • We want our people to always be at their best. To do that, we know you need to recharge regularly.
  • 25 days of annual leave, growing to 30 over time
  • Plus 8 bank holidays
  • Plus 1 company bank holiday – Totem Freedom Day
  • Plus Christmas company closure
  • Enhanced parental leave policy to help welcome children into the home
  • One day of ‘Pawternity’ leave per year to welcome a new pet to the family


Financial Wellbeing:

  • We believe your hard work deserves to be rewarded, that’s why we offer a competitive salary with plenty of room for growth
  • 5% Employer pension contribution
  • Discounts and offers through our Reward Gateway platform
  • £50 voucher on your birthday to help you celebrate your special day
  • Employee Assistance Programme with 24-hour, free helpline for employees and their loved ones
  • Induction, Intermediate and Advanced In-house Wellbeing Workshops
  • Wellbeing Portal with resources, articles, money tools, self-help programmes and more


Mental Wellbeing:

  • Dedicated Mental Health First Aid Wellness staff
  • Enhanced Compassionate leave
  • Two Mental Health Days Per Year to support you in times of need
  • Employee Assistance Programme with 24-hour, free helpline for employees and their loved ones
  • Induction, Intermediate and Advanced In-house Wellbeing Workshops
  • Wellbeing Portal with resources, articles, meditation audios, soundscapes, self-help programmes and more


Physical Wellbeing:

  • Comprehensive medical insurance
  • Wellness leave
  • Menstrual and Menopausal leave
  • Employee Assistance Programme with 24-hour, free helpline for employees and their loved ones
  • Induction, Intermediate and Advanced In-house Wellbeing Workshops
  • Wellbeing Portal with resources, articles, fitness videos, recipes, self-help programmes and more


Welcoming Onboarding:

  • Buddy System for all new starters, with a buddy lunch at a local eatery
  • Regular catch ups with a member of the People, Culture & Talent team to answer any questions and support integration into the team
  • Regular meetings with their People Leader to support development within the role
  • A range of induction sessions from Wellbeing to Sustainability, Values to IT


Inclusive Culture:

  • We foster a creative, inclusive and collaborative environment
  • We value the importance that a diverse, equitable and inclusive workforce can bring
  • Nine core Totem Values
  • We also Encourage employee reflection and feedback, with supportive & curious teams
  • We love any excuse for a party and celebration
  • We hold regular fun activities, and, as a bunch of foodies, you can expect to be well fed!


Learning & Development:

  • Regular Support & Development sessions with People Leaders
  • Interactive goals and objectives
  • Departmental Training budgets
  • In-house Training opportunities
  • External training agreements
  • Career progression paths
  • Coaching opportunities


Employee Voice:

  • Quarterly Employee Satisfaction Surveys
  • Monthly Employee Wellbeing Surveys
  • Annual Life Interview with member of the People, Culture & Talent team
  • Employee Committees
  • Employee Ambassadors


Sustainability & CSR:

  • Office policies from recycling to sustainable products
  • A volunteering day each year for every employee, with the choice to be taken for individual causes, as a department or with colleagues from across the organisation
  • Sustainability Action Plan
  • Earth Day involvement each year



Who We Are


Our Organisation:

Totem’s mission is to help event professionals deliver extraordinary experience through live event production. We are changing the way leading brands create and deliver hybrid and virtual events. With the development of our Platform and Mobile app we can now host webinars, training, internal meetings, virtual, global and hybrid experiences. The platform can host events of any size and using the real-time data driven analytics, can deliver unique insights and can further augment the experience for attendees, sponsors, and speakers. This is all supported by our filming, editing and creative services – by being a well-rounded agency, we can support our clients and partners every step of the way.



Our People:

We are not shy in saying that our people are extraordinary and know that you are too! We have gamers, musicians, artists, actors, and writers in our team. Surfers, stargazers, theatre buffs, dart players, hikers, and bakers. People who have dogs, cats, rats, fish, spiders, and even a badger. We have family people, single people, happy people. You will find a new friend here, and maybe you can even bring your friends along with one of our other job openings as we continue to grow.


Our Culture:

We value a fully diverse culture, where everyone is encouraged to be themselves. We have nine values which influence our Approach (authentic, curious & responsible), our People (individual, generous, extraordinary) and our Purpose (enjoyment, connection & celebration). Alongside valuing our work and our people, we also value the earth and take pride in our commitments to build a sustainable future for the planet.



The Role


Totem is rapidly expanding and to be able to offer our clients the best possible experience in the world of events, we are looking for a new Success Manager/Events Account Manager. This role is pivotal to ensure our clients have access to excellent customer support and success. Apply for this role if you’re passionate about technology and events, are a positive and proactive person, and love a challenge!



What You’ll Be Doing:

  • Manage and be client account support for Totem clients’ events and conferences on the platform and look after conference organisers as necessary
  • Manage the expectations of clients during the service delivery process
  • Develop and maintain long term relationships with clients
  • Make sure clients receive requested information in a timely fashion, and communicate client needs and demands to wider company
  • Build a comprehensive understanding of all Totem platform tools and offerings
  • Build in depth, detailed understanding, and knowledge of the development activities of Totem platform and contribute to these based on industry experience.
  • Develop strategic awareness through monitoring of the competition and the broader business information marketplace
  • Identify gaps in the market for the Totem platform to explore
  • Develop contacts with clients – new and existing – at events and conferences and proactively seek to identify new opportunities
  • Ensure that the Success Director is kept informed of any developments relevant to the accounts you are supporting



Our Ideal Candidate:

  • Strong experience within a customer facing settings
  • A confident communicator
  • Operations/production focused, with previous experience in events operations ideally in the virtual/hybrid sector for 2 years plus
  • Desirable to have working experience within the events industry – ideally 5 years or more
  • Being Tech Savvy
  • Ability to build and develop positive client working relationships
  • Flexible and adaptable work-ethic
  • A highly organised and proactive person
  • Passion for new and exciting technology
  • Experience in training and supporting others
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How to Apply

Our Hiring Process  
  1. Apply with your CV via our application system.
  2. Tell us why you are interested in joining us
  3. We have an initial chat via video call with all candidates that meet our minimum requirements, with either a member of the hiring team or a member of our People, Culture & Talent team
  4. We invite suitable candidates in to meet the team, interview with the people leaders for the new position, and possibly complete a work-related activity/task
  5. An informal chat with a member of our senior team and/or our People, Culture & Talent team
  6. We hire successful candidates
    Additional Information   To apply for this role please upload your CV onto our application site - https://totem.bamboohr.com/careers   Totem is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, sex, gender identity, sexual orientation, parental status, national origin, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.   If you wish to speak further about this role please contact us as we would love to speak to you.

Job Categories: LGBT. Job Types: Full-Time. Job Tags: accounts manager, Customer Experience, Customer Success, and Events. Salaries: 20,000 - 40,000.


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