Customer Success Specialist

Customer Success Specialist

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.

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

Event Delivery:

• 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

Operational Excellence:

• 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

Qualifications

• 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