Customer Success Associate

Company Description

USA Beauty is the nation’s leading network of beauty industry events, connecting professionals, students, and brands from around the globe through live, virtual and hybrid events, specialist digital content and actionable data solutions. Through our growing portfolio of shows, we join our unique experience, expertise, and skills in our mission to bring beauty to the world.

People are the core of all that we do, and we are proud to serve the beauty community every step of the way. Our business welcomes all representatives of the professional beauty industry to meet with top brands from around the globe, get hands-on education, shop, connect with their community, and stay up to date with the hottest trends.

Using our experience and proven industry insight, we are passionate about creating platforms for our customers to connect and shaping environments that enable businesses to flourish.

Job Description

We are in search of a customer-oriented Customer Success Associate to join our dynamic team. In this position, you will assume comprehensive responsibility for the relationships with assigned clients. This encompasses managing the onboarding process, implementation, retention efforts, and ensuring overall client satisfaction through proactive engagement. Acting as a trusted advisor, you will assist clients in recognizing the continual value of our offerings. 

Developing and sustaining strategies for customer success is essential, as is the creation of customer support materials in collaboration with senior team members. It is imperative to work closely with the sales team to gain a deeper understanding of customer needs, enhance retention and growth, and share insightful information. Additionally, you will be tasked with maintaining existing customer success metrics and data as instructed. 

 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

• 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.

Additional Information

We offer:

• Competitive Compensation Package
• Access to LinkedIn Learning and other development/training opportunities
• Health and Wellness Benefits (medical, dental, eye)
• 401K and Matching • Generous PTO policy
• Work-life balance

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.

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