Customer Success Specialist

Informa Festivals • New York, NY

1d • $60,000 - $70,000 • Onsite

About The Position

This role is based in our New York, NY Office. We're looking for a Customer Success Specialist to join our team, as part of our Sales function at Money20/20. As a Customer Success Specialist you will support the sales team, ensuring that the customer journey is frictionless and optimized for customer success at our annual trade show in Las Vegas, NV, which draws over 11,000 attendees and thousands of companies from across the Fintech ecosystem. This role is critical to ensuring our clients have an excellent experience from start to finish with our world-class event and plan to return year after year.

Requirements

• Exceptional organizational skills and ability to prioritize
• Fintech experience is preferred, but is required
• Prior experience in a customer success/events role experience is preferred
• The candidate must be willing to be in the NYC office 3 days a week
• Administrative experience
• Salesforce experience
• Ability to communicate effectively on the phone, by email, and in person with customers and co-workers
• Strong attention to detail
• Proven ability to initiate and maintain a high volume of activity against a prioritized set of action items
• Familiarity with G Suite, Micosoft Office, and Microsoft Teams (required)

Responsibilities

• Client onboarding and education: Guide new exhibitors through the tradeshow process, ensuring they understand how to maximize their presence at the event
• Send onboarding emails, conduct onboarding calls, and lead app demos to increase customer understanding of available resources
• Provide important information on booth shipping and timelines, including any associated timelines and/or costs
• Deliver backend support to maintain accurate and current sponsor information within our networking platform
• Field and resolve customer questions and inquiries
• Relationship building and management
• Cultivate positive, trust-based relationships with exhibitors and sponsors
• Deliver proactive communication and conduct regular check-ins to make sure customers have the information they need to be successful at the show
• Serve as primary point of contact for new customers for all event needs, to build confidence from the customer that they have direct access to someone who’s looking out for their best interests and who can help resolve any issues they may encounter
• Ensuring customer success: Actively monitor sponsor progress and identify potential issues and areas for improvement
• Ensure that customer needs are met and organize and share customer feedback with internal teams; liaise with operations, marketing, cx, content, and other teams to ensure that customers are receiving the latest information regarding the show and its policies, procedures, and processes
• Provide post-show reporting, focusing on badge scan, booth visitation, and meeting reports
• Retention and Growth: Ensure positive relationships with customers extends through the show and that handoffs to the retention sales team is carefully managed
• Identify upsell and cross-sell opportunities and communicate to the sales team
• Analyze customer data and feedback

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed