Customer Success Executive

2 weeks ago

London, United Kingdom Informa Markets Full time

Company Description
**Informa PLC is a leading international events, intelligence and scholarly research group.**

Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions. Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.

**Informa Markets** creates global platforms for industries, specialist markets and customers to trade, innovate and grow, delivering over 550 events annually, specialist digital content and actionable data solutions.

**Job Description**:
The Customer Success Executive for Pharma is tasked with ensuring the highest level of success of our digital products: primarily our memberships. S/he will have customer success at the center of their daily activity, building community engagement and contributing to the improvement of the customer journey as a simple, seamless process that promotes continued usage.

In this role you will:

- Support the Programme Executive & Digital Production Executive on all projects related to customer onboarding, engagement and support
- Communicate with customers within agreed KPIs to inform them about their packages and advise them about their products.
- Onboard customers onto our digital platforms (backend) and ensure they are equipped to take full advantage of the products in their package
- Help to solve technical issues related to the delivery of products

**Responsibilities**:

- After training, have excellent hands-on skills related to functionality of platform systems and understanding of processes related to delivery of services, packages, and products.
- Able to explain product benefits to customers and make recommendations to help customers improve their return on investment.
- Working with the digital platform experts and project managers, help customers with technical queries and FAQs
- Enthusiastic to become a Subject Matter Expert for platform features and their benefits and answer questions related to these from the wider team
- Identify best practices and working methods to improve customer success and execute these
- Will be responsible for client onboarding, educating best practice and troubleshooting
- Will have an understanding sales cycle on order to support the above - what are the pain points / onboarding / invoicing / delays etc.
- Will work closely with credit control and customer service to support the above.
- Additional project focus: membership success
- Will work with marketing on messaging to onboard early (all accounts)
- Partake in lead telesales projects for onboarding or upsales
- Will work closely with Programme Manager on customer experience improvement & ways to ‘get ahead’ of onboarding for DELE events
- Will help to develop self-service functionally & success

**Qualifications**:

- Minimum 2 years’ experience in customer success, service, administrative or systems support
- Excellent English language skills - verbal and written. Multiple language proficiency is highly desirable
- Good listener and customer centric, able to relate and quickly build trust and maintain relationships with customers
- Experience with backend CMS and with database systems, such as docu, wordpress, drupal. Comfortable working across multiple systems
- Proficient in MS Office
- Attention to detail, high level of accuracy and well organized, able to balance and prioritize projects
- Understands the need for and readily accepts continuous performance feedback

Additional Information

A Customer Success Executive should be prepared to go the extra mile in every aspect of their work, to be proactive, and to anticipate the needs of our clients. As a Customer Success Executive, you will be motivated understand the benefits of that products within the Pharma Portfolio, to discover the business needs of our clients, and to bring creativity into our digital offering.

Working within a matrix environment, a Customer Success Executive must be a team player and be proactive in providing valuable insights that help develop the portfolio.

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