Customer Success Specialist

Informa Group Plc. • New York, NY

1d • $60,000 - $70,000 • Hybrid

About The Position

This role is based in our New York office We're looking for a dynamic Customer Success Specialist to join our Black Hat team. In this role, you'll deliver exceptional support to our event and digital media clients throughout their journey with us - from initial sale through event execution and beyond. As part of the Cybersecurity Vertical at Informa Festivals, you'll manage comprehensive client relationships while providing our premium service experience, ensuring maximum value realization and long-term partnership success.

Requirements

• 2-3 years' experience in Account Management or Customer Support
• Experience in B2B events (preferred)
• 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

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

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees