About the job
This role is based in our New York, NY Office.
We are excited to invite a passionate Customer Success Specialist to join our dynamic team within the Sales function at Informa Festivals, specifically for our Money20/20 event.
As a Customer Success Specialist, you will play a pivotal role in supporting our sales team, ensuring a seamless and enriching customer journey at our prestigious annual trade show in Las Vegas, NV, which attracts over 11,000 attendees and numerous companies from across the Fintech ecosystem. Your contribution will be essential in providing our clients with an exceptional experience, encouraging their return year after year.
Key Responsibilities:
Client Onboarding and Education:
- Assist new exhibitors in navigating the tradeshow process, maximizing their presence at the event.
- Send onboarding emails, conduct calls, and lead app demonstrations to enhance customer understanding of available resources.
- Provide vital information regarding booth shipping and timelines, including any associated costs.
- Deliver backend support to maintain accurate sponsor information within our networking platform.
- Address and resolve customer inquiries and concerns promptly.
Relationship Building and Management:
- Foster positive, trust-based relationships with exhibitors and sponsors.
- Engage in proactive communication and regular check-ins to ensure customers have the necessary information for success at the show.
- Act as the primary contact for new customers regarding all event needs, reassuring them that they have dedicated support to address any issues.
Ensuring Customer Success:
- Monitor sponsor progress actively, identifying potential issues and areas for improvement.
- Ensure customer needs are met and relay feedback to internal teams, coordinating with operations, marketing, and content teams to provide customers with up-to-date information regarding event policies and procedures.
- Deliver post-show reports focusing on badge scans, booth visits, and meeting outcomes.
Retention and Growth:
- Maintain positive customer relationships throughout the event, ensuring smooth transitions to the retention sales team.
- Identify upsell and cross-sell opportunities, communicating them to the sales team.
- Analyze customer data and feedback to drive continuous improvement.

