Customer Success Specialist

Informa Group . • Fort Lauderdale, FL

13d • $50,000 - $54,500 • Onsite

About The Position

This role is based in our Fort Lauderdale office. We are seeking a Customer Success Specialist to support the customer success function for our SFV Art Fairs, with a primary focus on assisting exhibitors, particularly art galleries, in optimizing their event experience. In this role, you will provide day-to-day support to exhibitors, ensuring their satisfaction through proactive communication and assistance. While primarily focused on SFV Art Fairs, you may also support other SFV events as needed. Reporting to the Director of Customer Success, you will collaborate with internal teams to deliver high-quality service and ensure smooth event execution. This role requires a strong background in customer service and event coordination, with an emphasis on operational tasks and client support. The position is execution- and support-focused, dedicated to ensuring a seamless experience for exhibitors. Objectives of this role: Exhibitor Support and Relationship Management: Serve as the primary point of contact for assigned exhibitors, particularly art galleries, providing timely and professional assistance. Build rapport with exhibitors to ensure satisfaction, retention, and a positive event experience. Operational Support: Assist art galleries and other exhibitors with event-related tasks, including onboarding, setup, and navigating digital tools. Ensure exhibitors meet deadlines and are prepared for SFV Art Fairs and other events as required. Customer Success Processes: Follow established customer-success processes and best practices to deliver consistent service. Maintain customer-support content and resources as directed by the Director of Customer Success. Team Collaboration: Work closely with sales, operations, registration, marketing, and finance teams to ensure smooth coordination and service delivery for SFV Art Fairs and other events. Metrics and Reporting: Track and report on exhibitor inquiries, issues, and resolutions to support team goals.

Requirements

• Minimum 2 years of customer service experience.
• Minimum of 2 years of event coordination or working with exhibitors, preferably in the art industry or similar fields.
• College degree or equivalent work experience.
• Proficiency in Salesforce (Service Cloud preferred).
• Strong proficiency in Microsoft Office products (Word, Excel, Outlook, PowerPoint).
• Strong phone etiquette and professional email communication skills.
• Positive energy and professional demeanor.
• Omni-channel contact center system experience with reporting capability.
• Exceptional attention to detail and the ability to manage multiple priorities effectively.
• Excellent written and verbal communication skills, with the ability to handle escalated interactions professionally.
• Quick learner with the ability to adapt to new systems and processes.
• Highly organized and detail-oriented, with strong interpersonal and relationship-building skills.

Nice To Haves

• Knowledge of the Art Fairs industry.
• Spanish language skills are a plus.
• Familiarity with exhibition and event operations.
• Experience in customer service within both B2B and B2C environments.

Responsibilities

• Act as the day-to-day contact for assigned accounts, providing proactive outreach and addressing inquiries.
• Support art galleries and other exhibitors in setting up and navigating digital tools to optimize their event presence.
• Remind exhibitors of deadlines, including “Early Bird Pricing” and other opportunities.
• Collaborate with internal teams to resolve exhibitor issues and ensure seamless event execution.
• Provide basic troubleshooting and problem-solving for exhibitor challenges.
• Maintain accurate records of exhibitor interactions 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
• Number of Employees: 5,001-10,000 employees