Customer Success Manager for Leading Global Events Co (Hybrid role) working from home 2 days a week

£35,000 + 10% Bonus + Superb Benefits

London

We are looking for an experienced　self-motivated Customer Success Manager　who has a vision for customer success and is passionate about, retention, growth, and overall success with exceptional organisation, presentation, attention to detail and communication skills 　This is an exciting opportunity working in the Operations team for a Customer Success Manager, to work across our conferences and exhibitions in a variety of sectors. The role will focus on building relationships with our clients and providing customer service and general support for Delegates and Exhibitors, both pre-event and onsite, via inbound and outbound phone calls, e-mail, or other communication methods. The ideal candidate will be someone who has a customer driven approach, thrives off problem solving and concern resolution and enjoys thinking outside of the box to find and improve customer communication processes.

Proven experience of working in a customer facing role is essential coupled with technical expertise and experience working with customer support helpdesk such as Zendesk, Freshdesk or similar. Experience in the international conference and exhibition industry is beneficial with the ability to multi-task, prioritise and manage time effectively. Demonstrated ability to deal with change and be a team player and able to deal with a broad range of people at every level. Someone who is keen to embrace and learn to use new technology and IT systems

Key Responsibilities:

As a Customer Success Manager, you will be forming the bridge between our clients and the event teams. You will be responsible for taking inbound exhibitor and delegate questions, providing exceptional customer support, and analysing and implementing ways to improve their pre-event journey from contract signature to onsite delivery

· Take a hands-on approach with customers, building relationships and demonstrating what best-in-class looks like both in terms of operational effectiveness and customer communication

· Handle customer enquiries with appropriate and timely follow through and document all customer interactions and tasks

· Source answers to customer queries and work alongside the operations and marketing teams to reorganise and add content to the manuals and websites to support frequently asked questions

· Support the operations team with fulfilment of all sponsorship and exhibitor packages as sold by the portfolios, reminding clients of outstanding deadlines when communicating with them

· Act as a liaison between lines of business and exhibitors and delegates

· Up-sell to existing clients for additional passes, sponsorship, stand design upgrades, etc

· Develop an understanding of sustainable options for exhibitors and use calls and emails to help guide them in making sustainable choices

· Support exhibitors to ensure they are complying with event regulations and health & safety

· Conduct regular meetings with the event operations and marketing teams to understand more about event logistics and give them client feedback

· Proactively make recommendations using customer data or pain points that will improve products, processes or prevent issues

· Attend weekly project meetings and liaise with the event team including production, marketing, sales, and finance, to maintain up to date knowledge and ensure maximum awareness of all event elements

· Where required, attend events and manage the exhibitor helpdesk and delegate information desks, advising clients and working alongside the operations team to find timely resolutions to any issues

· Run telephone interviews with 'Detractors' from feedback surveys - listen to the dissatisfied customers and understand how we can improve based on their feedback

· Analyse customer helpdesk data to develop best practices and processes to deliver excellent outcomes for our customers

· Maintain and achieve all department and personal KPI's, Customer Satisfaction measures and Objectives, as set by the department or line manager

· Assess the scope of the role and recruit and develop a team of Customer Success Agents as appropriate

· Available to travel worldwide

· Attend training courses as directed by Line Manager

Excellent Company benefits