Customer Service and Sales Manager, Convention Technical Services

Smart City Networks Career•Washington, DC

13h•$85,000 - $90,000•Onsite

About The Position

The Manager, Customer Sales and Service (CSSR) is a customer-focused sales and service leader responsible for managing the overall customer experience for assigned tradeshows and events. This role combines customer service leadership, consultative sales, and operational oversight to ensure clients receive timely, accurate, and high-quality service while driving revenue growth through appropriate upselling and solution-based recommendations. The CSSR Manager leads Customer Sales and Service Representatives and Event Coordinators, sets service and sales expectations, and ensures each event reflects Smart City’s long-standing commitment to professionalism and customer satisfaction.

Requirements

Associate degree required
Experience in the tradeshow, event services, telecommunications, or related customer-focused industry preferred
Proven experience leading customer-facing sales or service teams
Strong understanding of customer service operations, consultative selling, and upselling
Excellent verbal and written communication, negotiation, and problem-solving skills
Ability to interact professionally with customers at all levels of management
Hands-on, detail-oriented, and team-focused leadership style
Proficiency with customer service software, Microsoft Word, and Excel

Nice To Haves

Bachelor’s degree preferred
Experience with ICVerify or similar credit card processing systems preferred
Working knowledge of telecommunications, network services, and basic to complex electrical services preferred

Responsibilities

Manage all customer sales and service activities for assigned shows and events
Build strong relationships with exhibitors and clients through proactive communication and solution-oriented selling
Identify customer needs and recommend appropriate technology solutions and upsell opportunities
Ensure timely service delivery, accurate billing, and a consistently positive customer experience
Resolve day-to-day customer sales and service issues quickly and professionally
Review and correct billing disputes and data entry issues up to the lesser of $500 or 10 percent of total exhibitor show costs without management approval
Supervise Customer Sales and Service Representatives and Event Coordinators
Create work schedules and service desk coverage plans to meet customer demand
Lead, motivate, and develop team members, addressing performance, attendance, and employee relations issues
Provide coaching, training, and career guidance to direct reports
Develop performance plans and prepare monthly service desk schedules
Manage all operational aspects of assigned tradeshows and events to meet customer expectations
Oversee exhibitor lists and ensure accurate system entry
Maintain awareness of all calendared events and ensure staffing and company resources align with service requirements
Attend pre-show conferences to understand client needs and establish service expectations
Participate in facility management meetings regarding upcoming events
Attend off-site client meetings or events as needed
Supervise service desk operations and ensure correct use of proprietary systems
Oversee the delivery, return, tracking, and inventory updates of customer-leased equipment
Communicate and collaborate with internal departments to resolve customer sales and service issues
Purchase and maintain office supply inventory
Perform additional duties as assigned