Customer Success Specialist

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

South Florida Ventures is a division within Informa, creates global platforms for industries. We organize over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see, and show products and do business.

What we’re looking for:

We are looking for an experienced Customer Success Specialist. The Customer Success Specialist will support the events with white glove proactive service to our exhibitors, through event cycles, starting with post contracting through to post event. The right candidate will strive for world class service levels.

This role will report to the Customer Success Manager.You'll have a direct relationship with our global customers, often helping exhibitors resolve inquiries and issues quickly through kind and professional interactions via email, phone, live chat, and on-site/ in-person. Additionally, you'll maintain an expert-level knowledge of our events, offerings, and internal systems.

Job Description

Objectives of this role

Own the entire relationship with assigned clients, including onboarding, implementation, retention, and overall satisfaction through proactive outreach.

Establish relationships as a trusted advisor to help ensure the continued value of our shows.

Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the senior team.

Communicate effectively with sales team to better understand customer needs, maximize retention and growth, and share learnings.

Maintain existing customer-success metrics and data as directed.

Responsibilities

Serve as day-to-day contact for assigned accounts, proactive outreach, building trust and rapport while identifying areas of opportunity and highlighting best practices.

Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.

Assist customers with setting up and navigating digital tools to optimize their presence in event ROI.

Facilitate interaction and workflow among team members, including but not limited to operations, sales, registration, marketing, and finance.

Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings and events.

Proactively reach out to clients reminding them of deadlines to ensure they benefit from the “Early Bird Pricing.”

Qualifications

Position Qualifications:

Minimum of 2 years customer service experience

Minimum of 2 years of event coordination or working with exhibitors

Intermediate computer skills required, preferably familiar with Salesforce

Excellent oral and written communication and presentation skills required

This posting will automatically expire on 6/3/2024

Additional Information

Why work at Informa

Employee experience is very important to us at Informa. On top of joining a supportive, diverse, and ambitious team that welcomes all types of candidates.We are also flexible with different working patterns and prioritize promotions internally. Our benefits include:

Learning and development plan to assist with your career development

15 days PTO plus 10 national holidays, 4 days for volunteering and a day off for your birthday!

Competitive Benefits with 401k match

Paid parental leave

Work with a high quality of specialist products and service

Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration

ESPP - become a shareholder

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

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