Senior Customer Success Executive

Informa Group Plc.; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in event management is seeking a Senior Customer Success Executive to enhance customer experience for High-Value Clients. The role focuses on proactive service delivery, managing key accounts, and ensuring customer satisfaction through effective communication and support. Ideal candidates will have strong organizational skills, experience in customer service, and a passion for improving client relationships. Join a diverse and inclusive team that values your contributions and offers flexible work arrangements and various benefits.

Benefits

Volunteering days

Flexible work arrangements

Share schemes

Private medical insurance

Training opportunities

Qualifications

• Excellent communication and teamwork skills.
• Self-sufficient, proactive, and detail-oriented.
• Experience in face-to-face customer service or account management.

Responsibilities

• Manage High-Value Customer accounts as primary liaison.
• Provide personalized service to foster advocacy.
• Coordinate onsite support during events.

Skills

Communication

Teamwork

Organization

Multitasking

Proactivity

Education

Experience in face-to-face customer service

Experience with CRM systems

Knowledge of B2B exhibitions

Tools

Salesforce

Job description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products, and do business.

We also provide year-round online platforms where companies showcase their businesses and products, and buyers conduct research, generating valuable leads. Additionally, we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

The Customer Service team is the main point of contact for all after-sales queries, including all event participants (internal and external): exhibitors, visitors, and the EMEA portfolio teams. The department helps in both reactive and proactive ways to ensure our customers receive the attention and care they need to maximize their event experience. The core functions include supporting all customers, liaising closely with the event team, including marketing, operations, sales, and credit control departments.

The Customer Service Team acts as a vital communication link, sharing attendee feedback with internal departments. The team owns customer queries and works proactively to resolve them promptly, providing continuous support for exhibitors (post-purchase) and visitors (post-registration) at every stage: pre-show, onsite, and post-show follow-up.

The Senior Customer Success Executive will serve as a dedicated point of contact for Key Accounts / High-Value Clients, managing all aspects of their service journey. This role reflects our shift from reactive to proactive, anticipatory customer service. We seek an individual passionate about delivering excellent customer service and eager to develop strategies to enhance customer experience.

Responsibilities

1. Manage an assigned portfolio of High-Value Customer accounts, acting as the primary liaison between clients and internal teams.
2. Maintain a service response time of 1 working day for assigned accounts.
3. Provide personalized, high-touch service to High-Value Customers to foster advocacy.
4. Handle customer queries via all available channels.
5. Serve as the main contact for stakeholder relationships within the event portfolio.
6. Ensure the highest level of service, responding to and resolving queries promptly.
7. Plan and execute support tasks to assist customers in preparing for events, including onboarding, registration, and using digital tools.
8. Update customer data in CRM systems and perform regular data health checks.
9. Support communication plans and ensure internal requirements are met.
10. Conduct feedback sessions to gauge satisfaction and identify areas for improvement.
11. Provide first-line technical support for digital products/tools.
12. Coordinate onsite support during events for High-Value Customers.
13. Contribute to customer service reports and suggest improvements based on feedback.
14. Handle customer complaints alongside team leaders.
15. Maintain professionalism and commitment in all interactions.

Additional Responsibilities

• Support inbound customer support channels during low demand periods.
• Assist with outbound communication campaigns.
• Participate in portfolio meetings and post-event debriefs.
• Maintain knowledge base documents.
• Support onsite event activities as needed.
• Perform ad hoc duties as required.

Success Indicators

• Improved customer satisfaction, NPS, and retention.
• Proactive issue resolution.
• Positive feedback from customers and stakeholders.
• Enhanced company reputation.

Qualifications

• Excellent communication and teamwork skills.
• Self-sufficient, proactive, and detail-oriented.
• Strong organizational and multitasking abilities.
• Experience with CRM systems like Salesforce is preferable.
• Experience in face-to-face customer service or account management is advantageous.
• Knowledge of B2B exhibitions is a plus.

Additional Information

In support of the UK Government's initiative to increase workplace diversity, we encourage applications from disabled candidates and/or those registered with ISKUR.

We offer a rewarding, supportive, and inclusive work environment, with benefits including volunteering days, flexible work arrangements, share schemes, private medical insurance, training opportunities, and more. We are committed to diversity and equal opportunities in our hiring practices.

Learn more about how Informa handles your personal data when applying here.