Senior Customer Success Executive

TN United Kingdom; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the events industry is seeking a Senior Customer Success Executive in London. This role involves managing high-value client accounts, ensuring excellent customer service throughout the customer journey, and supporting event activities. The ideal candidate will have strong communication skills and experience in customer service, particularly in B2B exhibitions. The company promotes an inclusive workplace and offers numerous benefits.

Benefits

Volunteer Days

Flexible Working

Share Schemes

Private Medical Insurance

Training

Internal Mobility

Diverse Community Culture

Qualifications

• Experience in B2B exhibitions preferred.
• Attention to detail and computer skills required.

Responsibilities

• Manage high-value customer accounts as primary liaison.
• Provide personalized service and handle customer queries.
• Support onboarding and maintain customer data in CRM.

Skills

Communication

Teamwork

Multitasking

Problem Solving

Education

Customer Service Experience

Tools

Salesforce

Job description

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Senior Customer Success Executive, London

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Client:

Informa Markets

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

37c68c140232

Job Views:

2

Posted:

17.05.2025

Expiry Date:

01.07.2025

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Job Description:

The Customer Service team is the main point of contact for all after-sales queries, supporting event participants including exhibitors, visitors, and internal teams. They ensure excellent customer care throughout the customer journey, supporting pre-show, onsite, and post-show activities.

The Senior Customer Success Executive will serve as a dedicated contact for high-value clients, managing their entire service experience and adopting a proactive approach to customer service. The role requires passion for customer excellence and strategic customer experience development.

Responsibilities include:

1. Managing a portfolio of high-value customer accounts, acting as primary liaison.
2. Maintaining a service level response time of 1 working day.
3. Providing personalized service to foster customer advocacy.
4. Handling customer queries via all channels.
5. Supporting customer onboarding and preparation for events.
6. Updating customer data in CRM and supporting communication plans.
7. Conducting feedback reviews and supporting digital product support.
8. Onsite support during events and contributing to customer service reports.
9. Resolving complaints and maintaining professionalism.

Additional responsibilities:

• Supporting inbound support channels during low demand periods.
• Participating in event meetings and post-event debriefs.
• Maintaining knowledge bases and supporting onsite activities.

Success indicators:

• Customer satisfaction improvements, positive feedback, and retention.
• Proactive issue resolution and high-quality customer interactions.

Qualifications:

• Excellent communication, team, and multitasking skills.
• Customer service experience, preferably in B2B exhibitions.
• CRM experience (Salesforce preferred), attention to detail, and computer skills.
• Adaptability, proactive problem-solving, and enthusiasm.

Additional information:

We encourage applications from disabled candidates and promote an inclusive workplace. Our benefits include volunteer days, flexible working, share schemes, private medical insurance, training, internal mobility, and a diverse community culture.

We are committed to equal opportunities and do not discriminate based on protected characteristics. For more details, visit our website or contact us.