Customer Success Executive (JR100636)

Description

At Clarion, our people are at the absolute heart of what we do. We’re proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you.

The Opportunity:

We are seeking a highly motivated Customer Success Executive to join the Confex team in our London office, who will ultimately be bridging between our clients and the event teams. You will be responsible for taking inbound exhibitor and delegate questions and providing exceptional customer support, working on conferences and exhibitions across portfolios operating in sectors such as Energy, Transport, Internet Retailing, and life Sciences.

The ideal candidate will be resilient, work well under pressure, be customer focused, build strong relationships with our clients, and ultimately deliver a great customer success experience. They will thrive in problem solving and concern resolution and enjoy improving customer communication processes, demonstrating what best-in-class looks like in terms of operational effectiveness and customer communication.

Key Responsibilities:

• Manage customer enquiries promptly using our Customer Relationship Management (CRM) system, Freshdesk.
• Work alongside the operations and marketing teams to resolve customer queries, adding frequently asked questions to manuals and websites.
• Support the operations team with fulfilment of all sponsorship and exhibitor packages as sold by the portfolios, ensuring client deadlines are established and set.
• Write exhibitor and delegate email communications.
• Support exhibitors to ensure they are complying with both event and health and safety regulations, seeking ways to improve sustainability and guiding exhibitors accordingly.
• Accurate filing, record keeping and updating of customer data sheets.
• Managing a workload of multiple events, ensuring service level agreements are met.
• 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.
• Onsite at events, help manage the registration and information desk, and assist with any tasks instructed by the Operations Team and Event Manager.
• Availability to travel UK and worldwide and work additional hours in the lead up to an event.
• Provide continual recommendations on process improvements and ensuring all post event feedback is collated accurately.
• Confident in dealing with customer data and familiarity with data privacy regulations such as GDPR.
• At all times representing Clarion Events in a professional manner and performing all duties with the utmost integrity.

Requirements

Knowledge, Skills & Behaviours:

• Proven experience of working in a customer facing role.
• Experience in using Freshdesk or a similar CRM is advantageous.
• A customer-first mind-set.
• Excellent communication, interpersonal and written skills.
• Exceptional organisation and presentation skills with strong attention to detail.
• Ability to multi-task, prioritise and manage time effectively.
• Keen to embrace and learn to use new technology and IT systems.
• Confident and able to problem-solve and resolve issues quickly.

About Clarion Events

Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. (https://clarionevents.com/welcome)

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. (https://www.blackstone.com/)

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

Benefits

• 25 days’ holiday plus bank holidays
• End of year wellbeing shutdown (closed for the last week of the year)
• Celebration day off (e.g. birthday, Diwali, Eid, etc)
• Summer Hours in August (3pm finish on Fridays)
• Helping Our World (HOW) Days – one paid day per quarter to carry out charity work
• Pension Scheme
• Private Medical Insurance
• Health Cash Plan
• Employee Assistance Programme (EAP) – a 24/7, 365-day confidential helpline
• Subsidised Café
• Season Ticket Loan
• Cycle to Work Schemes
• Free on-site gym and shower facilities
• Free eyesight tests
• Free flu vaccination – offered on site once a year for all employees