Events, Customer Success Executive - Money20/20 (6 Month Ftc) in England

This role is based in our 5 Howick Place office. 6 MONTHS FTC We are looking for a Customer Success Executive to join our team, for a 6-month FTC, as part of our Events Sales function at Money20/20. As a Customer Success Executive you will support the sales team, ensuring that the customer journey is frictionless for customers at our annual shows in Bangkok and Amsterdam, which between them 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.

Key Responsibilities

• Client onboarding and education: Guide new sponsors through the show process, ensuring they understand how to maximise their presence at the event. Conduct onboarding calls, and lead app demos to increase customer understanding of available resources. Manage the Customer Success email communication to ensure timely responses to clients across regions. 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 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 the 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 is 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 organise 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 to key clients to assist the Sales team with their retention figures.
• Retention and Growth: Ensure positive relationships with customers extend through the show and that handoff to the retention sales team is carefully managed. Identify upsell and cross-sell opportunities and communicate to the sales team. Analyse customer data and feedback.

Qualifications

• Experience within Events is desirable.
• Exceptional organisational skills and ability to prioritise.
• Salesforce experience is preferable.
• 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 prioritised set of action items.
• Familiarity with G Suite, Microsoft Office, and Microsoft Teams (required).

Additional Information

We believe that great things happen when people connect face-to-face. That is why we work in-person with each other, or with customers and partners, three days a week or more. When you are not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely. We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone.

Here are some of what you can expect when you join us:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• 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 is time for the next step, we encourage and support internal job moves.
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost) anywhere for up to four weeks a year.
• A flexible range of personal benefits to choose from, plus company funded private medical cover.
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more.
• Recognition for great work, with global awards and kudos programmes.
• As an international company, the chance to collaborate with teams around the world.

We are not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and/or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

At Informa, you will find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.