Want to be part of a Global Events business, with a portfolio of events and media brands across a range of markets?
We have an exciting opportunity in the events Operations team for a Customer Success Manager, to work across conferences and exhibitions in a variety of sectors, such as Energy, Oil & Gas, Transport, Internet Retailing, Life Sciences and Defence.
The role will focus on building relationships with 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.
Key Responsibilities:
- As a Customer Success Manager, you will be forming the bridge between 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,
- 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
- Methodical filing and record keeping
- Available to travel worldwide
- Attend training courses as directed by Line Manager
- Proven experience of working in a customer facing role
- Technical expertise and experience working with customer support helpdesk such as Zendesk, Freshdesk or similar
- Experience in the international conference and exhibition industry
Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.
