Customer Service and Sales Manager, Convention Technical Services

Job Description

Job Description

Manager, Customer Sales and Service

Company Overview
Smart City began more than 40 years ago and has grown into the nation’s leading telecommunications provider for convention centers and meeting facilities. We manage technology services for more than 3,000 events annually, including events for virtually every Fortune 500 company and many of the world’s largest tradeshows. From auto shows and global economic summits to national political conventions, Smart City works behind the scenes and on the show floor to ensure seamless, reliable connectivity that helps customers succeed.

Today, Smart City employs more than 280 team members nationwide. Our Las Vegas headquarters is home to our national Customer Sales and Service, Accounting, and Technology teams, as well as our Network Operations Center, which provides 24/7 monitoring and Internet security services for all Smart City networks. Our reputation is built on four decades of customer-focused service, operational excellence, and trusted partnerships.

Position Summary
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.

Key Responsibilities

Customer Sales and Service Leadership

• 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

Team Leadership and Development

• 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

Show and Event Management

• 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

Operations and Collaboration

• 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

Qualifications

Education

• Associate degree required
• Bachelor’s degree preferred

Experience and Skills

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

Of Note

• On-site position only, non-remote, non-hybrid
• Full-time role
• Compensation: $85,000 to $90,000 annually
• Travel may be required on occasion based on business and event needs

Company Benefits
Smart City Networks offers a comprehensive benefits package designed to support the health, financial security, and well-being of our team members, including:

• Medical and Prescription Drug Coverage
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Supplemental Accident, Critical Illness, and Hospital Care Coverage
• Basic Life Insurance and AD and D
• Voluntary Life Insurance
• Short-Term Disability
• Long-Term Disability
• Flexible Spending Account
• Retirement Plan 401(k)
• Life Assistance Program
• Wellness Programs
• Tuition Reimbursement

Additional Information
As part of our standard hiring process, employment with Smart City Networks is contingent upon successful completion of a background check.

Smart City Networks is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender including pregnancy, childbirth, or related medical conditions, sexual orientation, gender identity or expression, age, veteran status, disability, or any other legally protected characteristic.

If you need assistance or an accommodation due to a disability, please call 702-943-6000.