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Informa · 1 day ago

Customer Success Specialist

San Francisco, CA

Full-time

Hybrid

Entry, Mid Level

$60K/yr - $70K/yr

2+ years exp

Informa is a leading company in B2B events, combining influential festivals with marketing intelligence. The Customer Success Specialist will deliver exceptional support to clients throughout their journey, managing client relationships and ensuring successful event execution.

B2BBusiness IntelligenceEventsInformation ServicesLead GenerationMarketingPublishing

Responsibilities

Serve as the primary point of contact for clients from post-sale through event completion

Lead sponsors through the event lifecycle, including onboarding calls, platform demos, and educational webinars

Build positive, trust-based relationships through proactive outreach and consistent client touchpoints, advising them on how to maximize their presence and ROI

Oversee complete customer relationships including onboarding, implementation, adoption, and handoff to sales for rebook

Manage exhibitor portal (EV2) and provide technical support to ensure current sponsor data

Provide key details on event operations, including deliverables and deadlines

Track all client deliverables using internal systems and ensure timely adoption

Collaborate with event support teams (Content, Marketing, Operations, Registration) to ensure successful program delivery

Manage comprehensive client experience during on-site events, serving as their advocate and primary support

Ensure timely and accurate distribution of event leads and post-event analytics

Conduct post-event reviews and gather feedback to drive continuous improvement

Document all client interactions comprehensively in Salesforce with detailed notes and next steps

Maintain accurate reporting of deliverables

Partner with Event Operations to deliver premium service

Collaborate with Sales teams on rebook programs and renewal opportunities

Develop and maintain client success plans with clear objectives and measurable outcomes

Identify and escalate client issues promptly while working toward resolution

Qualification

CRM systemsAccount ManagementCustomer SupportB2B eventsSalesforceWritten communicationVerbal communicationProject managementOrganizational skillsAttention to detail

Required

2-3 years' experience in Account Management or Customer Support

Proficiency with CRM systems, preferably Salesforce

Experience with customer communications via email, webinars, and one-to-one interactions

Proven experience in quality control environments, focusing on accurate delivery, reporting and program reconciliation

Ability to partner with and influence various internal and external stakeholders

Exceptional written and verbal communication skills and presentation abilities

Excellence in cross-departmental collaboration and project management

Strong attention to detail and organizational skills

Proven ability to work independently and lead strategic customer initiatives

Ability to manage multiple client relationships simultaneously while maintaining high service standards

Thrives in fast-paced environments and adapts quickly to changing priorities

Preferred

Experience in B2B events

Benefits

Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment

Broader impact: take up to four days per year to volunteer, with charity match funding available too

Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves

Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year

Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount

Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more

Recognition for great work, with global awards and kudos programs

As an international company, the chance to collaborate with teams around the world