Customer Success Specialist

Company Description

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

Job Description

Are you a customer success superstar with a passion for creating unforgettable experiences? We're seeking a high-energy Customer Success Specialist to join our team and support our event and digital media clients from the moment of sale through the event date and beyond.

As our Customer Success Specialist, you'll play a key role in ensuring the success of our clients by managing all aspects of their participation in our events, including supporting conference exhibitors, providing regular deliverable updates, and managing our cutting-edge exhibitor portal, EV2. You'll also be the go-to person for questions related to exhibitor passes and registration, and you'll stay in close contact with our data quality management teams to ensure any changes to the event prospectus are accurately reflected.

With your strong attention to detail and exceptional communication skills, you'll be responsible for the accurate delivery of sold programs, reporting, and asset coordination. So, if you're ready to join a fast-paced, dynamic team and help our clients achieve their goals, we want to hear from you!

Key Responsibilities:

• Fulfillment of client services/sponsorship programs at live and virtual events according to their contracts
• Lead 1:1 exhibitor calls and 1:many exhibitor informational webinars
• Accurately track deliverables
• Onsite management of the rebooking process
• Main point of contact for client from point of sale to the date of the event/campaign conclusion and the lead in all aspects of customer service
• Interface for the customer to all internal stakeholders
• Work with event support teams (Content, Marketing, Event Operations, and Registration) to ensure all elements of the client’s package are fulfilled as promised
• Partner with Event Operations and the Informa Engage team to ensure the client's needs are fulfilled with excellent "white glove" service
• Partner with Sales teams and Operations to plan and run the rebook program at the event
• Responsible for timely and accurate distribution of incoming leads

Qualifications

• 2-3 Years experience in account management or Customer Success
• Focused on the accuracy and timeliness of delivery and delighting the client
• A strong influencer who is able to co-ordinate across multiple internal teams including Sales, Informa Engage, Operations and Customer Success
• Strong project management experience and able to multitask
• Experienced in contract management, terms and conditions
• Experienced with customer communications through email, webinars, and 1:1 interactions
• Knowledge of inventory co-ordination
• Demonstrable experience within a quality control environment, focusing on accuracy of delivery, reporting and reconciliation of programs sold.
• Highly organized, with a strong attention to accuracy and detail
• A team player who is adept at partnering and influencing varied stakeholders and facilitating positive and accurate outcomes.
• Prior experience in partnering with multiple internal stakeholders to create audience.
• The salary for this position can go up to $55,000-$60,000
This posting will expire on 1/31

Additional Information

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning,

mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves

• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four

weeks a year

• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.