Customer Success Specialist

Company Description

Do you want to make an impact

Informa Tech sits at the heart of a thriving business technology community.

And by providing market insight and market access across multiple specialist technology markets, we connect, inform and inspire the technology industry to build a better, more sustainable world and start conversations that really matter.

At Informa Tech, you'll be joining a vibrant community of over 2000 colleagues across 19 locations, and a fast-paced international company that's part of the UK's FTSE 100 group of leading businesses. Where else can you rub shoulders with big brands and leading experts, in exciting places, alongside some of the most respected colleagues in our markets

Job Description

The role of Customer Success Specialist is to fulfill sales support and customer service to event and digital media clients, from point of sale to event date and rebook, customer service and co-ordination of sold programs. The Customer Success Specialist is responsible for accurate delivery of sold programs, reporting, and asset coordination. If you are someone that loves creating an amazing experience for clients, this is the role for you!

Key Responsibilities:

• Responsible for the fulfilment of client services/sponsorship programs at live and virtual events according to their contracts
• Maintains accurate tracking of deliverables
• Responsible for onsite management of the rebooking process
• Acts as main point of contact for client from point of sale to the date of the event/campaign conclusion and is the 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 and the Informa Engage team 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 at the event
• Is responsible for timely and accurate distribution of incoming leads

Qualifications

• 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
• Excellent communicator presenting to range of audiences from 1:1 client calls to 1:many webinars
• Experienced in contract management, terms and conditions
• 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

Additional Information

You can make a real impact at Informa Tech, because what we do matters – and we do it at scale. Informa Tech is a division of Informa, where no two days are the same and you'll find the freedom, opportunity and support of a fantastic community.

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:

• Learning and development plan to assist with your career development
• 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
• Share-Match options - become a shareholder
• Regular social events and networking opportunities

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. Customer Service, Contract Management, Project Management, Quality Control, Detail, Accuracy, Communication