Project Overview:

Fintech Nexus, a startup fintech events company, faced challenges in a fiercely competitive landscape, with the team overwhelmed by client service requests while managing their regular tasks to prepare for Fintech Nexus USA 2023.

Roles and Responsibilities:

As a Project Manager / Custom Success Manager, my role was to craft innovative processes to reflect Fintech Nexus’ commitment to exceptional sponsor experiences for over 300 FinTech clients, in addition to anticipating and addressing potential risks and issues before they became major obstacles.

Achievements and Results:

Problem-Solving Skills:

One key challenge arose during the integration of CRM, registration, and event app information, resulting in 400 inactive attendee badges (out of 4,000) at the event. Immediate solutions were provided to event sponsors who needed to scan attendee badges to record their leads, followed by comprehensive follow-ups to ensure access to lead information.

Stakeholder Communication:

Efficient coordination of a team of three customer success managers and collaboration with 37 cross-functional team members from various departments and 300+ clients. Utilizing Slack, email, meetings (both in-person and virtual), Whatsapp (for international clients), Gmass, and Loom. I introduced an onboarding system for clients that was carried out by the customer success team.

Budget and Resource Management:

Coordinated activities within a healthy six-figure budget over an 8-month timeline, using smaller fintech events as milestones to test and improve processes.

Timeline Management:

Utilized Gantt chart and meetings with customer success team to provide support and information on project timeline.  Prioritized quicker responses to clients, development of 24/7 cloud-based client portal with access to event information, procured more efficient tech, improved the organization and access of information for internal and external stakeholders, and enhanced client service leading up to the key event, Fintech Nexus USA 2023 in May.

Lessons Learned:

• Consolidate communication with clients as much as possible by including marketing, sales and operations in development of a streamlined communication plan.  This was a big win for us, clients appreciated fewer emails!
• SaaS Integrations can easily go wrong but make sure that you have proactively outlined several risk scenarios and solutions. Our solution was easy to implement and communicate to our sponsors because we had anticipated this could be a problem.
• When dealing with complex multi-step instructions for clients, Loom is the way!  Clients loved it!

Tools and Methodologies:

I used a hybrid methodology.  To implement the cloud-based client portal I used agile methodology because I was working with IT, design and marketing teams. To establish the communications plan I utilized waterfall/predictive approach. I used several project management tools such as Airtable, Salesforce, Google Workspace/Sheets, AWS, and Loom. I also utilized event specific tools like Grip, Eventbrite and Bizaboo in order to provide information and/or instructions for clients.