Customer Success Specialist

2 weeks ago

London, United Kingdom Informa Tech Full time

Company Description

At Informa Tech, we believe that technology innovation is key to driving positive change in our society. We believe that digital inclusion underpins progress. And we believe that diversity in tech is central to a thriving industry.

Our aim is to inspire the global technology community to build a better world by informing, educating and connecting them through world-class research, training, events, and media.

We sit at the heart of the tech community with specialisms in emerging tech/AI, enterprise IT, cyber security, service providers/NextG, critical communications, media & entertainment and marketing technology.

Leveraging over 100 trusted brands, we offer an unrivalled global networking community and platform for technologists and innovators to be inspired and reach their full potential.

This role is based in Central London (balnced home/office working).

**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 programmes. This role will support portfolio of events within the Service Provider market.
- Maintains accurate tracking of deliverables
- Responsible for the fulfilment of client services/sponsorship programmes at physical and virtual events according to their contracts
- Supports the CRM and Sales Enablement specialist in managing the rebook process on physical and virtual events
- Providing a ‘white glove’ service to our top clients by acting as main point of contact 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 (Marketing, Event Operations, Production and Registration) to ensure all elements of the client’s package is fulfilled as promised
- Working closely with operational teams to ensure clients have a seamless transition post-sale
- Is responsible for timely and accurate distribution of sponsor leads post virtual event
- Maintains tracking of limited production and marketing inventory to avoid the immediate sales team overselling
- Supports CRM and Sales Enablement Specialist executive with day-to-day responsibilities as required

**Qualifications**:

- Demonstrable experience within a quality control environment, focusing on accuracy of delivery, reporting and reconciliation of programmes sold.
- Experience in events is preferred
- Highly organised, 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 to create audience.
- A strong influencer who is able to co-ordinate across multiple internal teams including Sales, Operations and Customer Success.
- Strong project management experience and able to multitask.
- Experience in Salesforce or other CRM systems is preferable

Additional Information
**Why work for Informa?**
- Friendly staff who are all “expert’s experts” and additional training for development
- 5% Pension match
- Share-Match options - become a shareholder
- Regular Social Events and Networking opportunities

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