Customer Success Specialist

Company Description

Informa Tech is a division of the Informa Group, a multinational events and publishing company. Informa Tech provides information, research, and opportunities for networking to businesses and professionals within the technology sector globally.

This division organizes a large number of conferences, seminars, and trade shows in the technology industry across various sectors including cybersecurity, AI and machine learning, cloud and infrastructure, DevOps, Internet of Things, and others. It also offers digital marketing services, lead generation solutions, bespoke events, and much more.

Some of the popular events and brands under Informa Tech's portfolio include the Black Hat cybersecurity conference, London Tech Week, IoT World Series, and many more.

In addition, Informa Tech also has a research and analysis branch that provides businesses with market insights, trend analysis, and forecasts in the technology industry.

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
• 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 $60,000, and a discretionary bonus may also be offered.
• This job posting will expire 5/28

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 prioritizes 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 
• Commuters benefit 
• Work with a high quality of specialist products and service  
• Brig