Grab a cup of coffee and join us this week for our sit down interview with Tomáš Harvánek our Customer Success Manager. Have you ever considered the field of customer success and wondered what it entails? Well, look no further and hear his story plus his vision for the department.
Tom, how did you arrive at Happenee?
I joined Happenee this past January but not through the standard hiring process. I learned of Happenee from my sister in law who overseas the startup acceleration program at ČSOB. At the time Zdenda (CEO of Happenee) was part of the program. After meeting Zenda, I heard his aspirations for Happenee and coming from events we later agreed to work together.
What was your start at Happenee like?
I was surprised by the team and the chemistry in the office. It just felt like a good fit. Aside from the challenges of starting during the second wave of the Coronavirus, the adjustment I had the greatest struggle with was learning my role on my own at home.
Luckily the situation has improved and we are back in the villa. We are also onboarding new hires. It feels good to be able to collaborate in person again.
What is the scope of your work? What exactly does a Customer Success Manager (CSM) do?
This role is evolving and developing to anticipate the launch of the Happenee 2.0 platform. Currently, the CSM is closely related to being a project manager. This means that we guide clients handed over by the sales department. We communicate details of the event with the client and sets the conditions and details of the entire event until its implementation. As the point of contact for clients intensive; we make it easier to organize an event and recommend solutions to their needs.
With the upcoming Happenee 2.0, a client will be able to set up an event on a larger scale than now. Personally, the project management work will be simplified; permitting us to devote more time to building relationships with our clients and to further develop the products for Happenee.
What does your typical working day look like?
It largely depends on whether there is an event that day. On an event day, I ensure all is ready. This can be the technical side and our live stream test. During the event, I communicate directly with the client. This includes live reporting (eg how many people are streaming), address technical questions and adjust settings in real-time. After the event, we prepare the specified statistical reports on behalf of the client.
Typically, my workday relies heavily on communicating with clients and reporting. Also, the billing and invoicing for events. Naturally, the standard project manager role is an integral part of my role. Our department works closely with 3D designers and developers.
Was your background always closely related to event management?
Yes, I've always done events. I started about twenty years ago at the Prague International Marathon, now known as RunCzech. I was managing the route of the cross-country races as a technical manager. This included obtaining permits, the safety of the event, managing volunteers, communicating with the technical partners and the construction of the track.
In addition, my experience was at Česká Cesta. It is primarily a teambuilding agency. Their focus was from management education through classic teambuilding exercises, to large corporate conferences.
In over 13 years, I have held various positions from production to operations director. When the coronavirus pandemic came, I worked on myself for a year, wondering what I could do next. The main question for me was whether to change the field or stay in the event industry. In the end, the choice fell on Happenee, where I still do events but in a slightly different way. Events are so my whole life, I also organized my wedding by myself.
How many people do you plan to hire to join your team? How do you imagine the ideal candidate?
We are currently looking to fill two new positions. The first is in customer support. This person will guide clients on how to work within the platform. It is more a technical role. The person will primarily onboard new clients and resolve technical problems on behalf of the client. It will be a more technical role.
The other role is as a Customer Success Manager; who will focus on building relationships with the client. The scope includes creating enduring friendships with clients, recommending new solutions to meet their needs and pass on suggestions to the product department.
Is there a specific skill set you are looking for in a new hire?
Happenee, is a bit different from most companies. We are a tech company but rely heavily on interpersonal skills. This skill to work not only with the different personalities of the office but also with clients in different industries is key. Having a working knowledge of the product, the admin interface and technical background is also an asset. This mixture of skills is needed to develop new solutions so needed at Happenee. Being a company with global ambitions; it would help if the person was conversant in English or German.
What was the biggest challenge for you at Happenee?
The biggest challenge for me was to learn the Happenee platform system. To be honest, each event is a challenge being it is original. For this reason, we share info about the event afterwards to be ready for the next.
What do you enjoy most about the job?
Easily that is working closely with the clients and seeing the final product of the event itself. Not to sound cliché, I genuinely enjoy being with my colleagues in the office. The energy and creativity at the office are contagious.
If you would like to join our team, take a look at startupjobs.cz. We are always on the hunt for more fun & quirky members to enrich our team.