Job Description

The role of the Customer Success Specialist is to fulfill sales support and customer service to event clients, from point of sale to event date and rebook, customer service and coordination of sold programs. 

Areas of Responsibility & Accountability:

• RESPONSIBLE FOR THE FULFILLMENT OF CLIENT SERVICES/SPONSORSHIP PROGRAMS AT PHYSICAL AND VIRTUAL EVENTS ACCORDING TO THEIR CONTRACTS.
• Maintains accurate tracking of deliverables
• Responsible for customer experience in onsite rebooking process
• Acts as main point of contact for client from point of sale to the date of the event and lead in all aspects of customer service.  Is the interface for the customer to all internal stakeholders.
• Works with event support teams (Content, Marketing, Event Operations and Registration) to ensure all elements of the client’s package is fulfilled as promised.
• Partners with Event Operations to ensure the client has all their needs fulfilled, aiming to delight our customers with excellent ‘white glove’ service.
• Partners with Sales teams and Operations to plan and run the rebook program.
• Is responsible for timely and accurate distribution of sponsor leads post virtual event.

Qualifications

Knowledge & Skills:

• UNDERSTANDS POST SALES PROCESSES AND CUSTOMER JOURNEY
• Experienced in customer service
• Skilled in project management and communication

Experience & Qualifications:

• Demonstrable experience within a quality control environment, focusing on accuracy of delivery, reporting and reconciliation of programs sold.
• Strong project management experience and able to multitask.
• 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. 
• Focused on the accuracy and timeliness of delivery and delighting the client
• Prior experience in partnering with multiple internal stakeholders.
• A strong influencer who is able to coordinate across multiple internal teams including Sales, Operations, Marketing and Customer Success.

Measures of Success:

• CUSTOMER SATISFACTION
• ACCURATE FULFILLMENT OF SPONSORSHIP TASKS
• Clear communication and collaboration across brand and support team
• Timely distribution of leads

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 9 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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