People of Happenee: Tomáš Harvánek, our customer success manager

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 oversees the startup acceleration program at ČSOB. At the time Zdenda (CEO of Happenee) was part of the program. After meeting Zdenda, 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 in anticipation of the launch of the Happenee 2.0 platform. Currently, the CSM role is close to that of a project manager. This means that we guide clients handed over by the sales department. We communicate the details of the event with the client and set the conditions for the entire event through to its delivery. As the point of contact for clients, 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. 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 (e.g. how many people are streaming), addressing technical questions and adjusting 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.

I also gained experience at Česká Cesta, primarily a team-building agency. Their focus ranged from management education through classic team-building 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 really are my whole life — I even organized my own wedding.

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. The person will primarily onboard new clients and resolve technical problems on behalf of the client. It is more of a technical role.

The other role is Customer Success Manager, focused on building relationships with the client. The scope includes creating enduring friendships with clients, recommending new solutions to meet their needs and passing suggestions on 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. The ability to work not only with the different personalities in 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 the new solutions Happenee depends on. As 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 because every one of them 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?

That one is easy: 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.