Senior Customer Success Executive

Company Description

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-tobe-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. 

Job Description

This role is based in our Amsterdam, NL Office

As a Senior Customer Success Executive at Informa Markets, you’ll play a vital role in helping our clients achieve their business goals. Acting as a trusted advisor and champion, you’ll ensure their success with our platform. Your focus will be on maximizing client satisfaction, driving product adoption, and building long-term relationships. You’ll also collaborate with other teams to enhance our product offering.

This role is part of the Food Content & Digital Team and reports to the Digital Brand Manager. Our collaborative team includes project managers, content editors, digital marketing specialists, digital executives, and content marketing specialists. As we grow our products and services, our team will expand further.

The main product that you will be working on is our directory  Ingredients Network & Finished Products Network. It is a comprehensive product listing and supplier network backed by the world's leading industry events.

What You’ll Do

Onboarding, Training, and Account Management

• Lead onboarding sessions for new clients, ensuring they feel confident and comfortable using the platform.
• Provide ongoing training and support to help clients get the most out of our platform.
• Create and maintain onboarding materials, such as how-to guides and videos, and develop a knowledge base for customers.
• Communicate daily with customers to resolve technical issues and provide support.
• Build strong relationships with premium clients and agencies, becoming their go-to contact.
• Proactively identify and address client needs to ensure their satisfaction and success.
• Conduct regular check-ins and reviews to assess client progress and uncover opportunities for improvement.
• Drive product adoption and usage, helping clients unlock the full potential of our platform.

Collaboration with Teams and Partners

• Work closely with the product development team to identify client needs and opportunities, including profile development.
• Share client feedback with the product development team to inform roadmap improvements and feature updates.
• Collaborate with marketing teams and copywriters to improve client engagement and utilization strategies.
• Partner with other customer success colleagues to implement and share best practices.

Data Analysis and Reporting

• Track key metrics related to client usage and satisfaction.
• Analyze data to identify areas for improvement and growth opportunities.
• Prepare regular reports and presentations to highlight client success and demonstrate the value of our platform.

Key Responsibilities

• Proactively reach out to customers via phone, email, and LinkedIn, while also responding to incoming queries daily.
• Develop hands-on expertise with platform systems and processes related to delivering services, packages, and products.
• Clearly explain product benefits to customers and provide tailored recommendations to improve their return on investment.
• Become a Subject Matter Expert for platform features and their benefits, answering questions from the wider team.
• Identify and implement best practices to improve customer success.
• Contribute to strategies that enhance product offerings and customer satisfaction.
• Act as a product ambassador, both internally and externally.

Qualifications

What We’re Looking For

• At least 3 years of experience in customer success, service, account management, or systems support.
• Excellent English language skills – both verbal and written. Proficiency in additional languages is highly desirable.
• Proven ability to build strong, trust-based relationships with clients.
• Experience with backend CMS and database systems, with the ability to work across multiple systems.
• A strong affinity for digital products and services.
• Exceptional communic