Customer Success Executive in London

This role is based in our office. We are seeking a proactive and customer-focused Customer Success Executive to join our eLearning team. In this role, you will play a key part in delivering exceptional support to our students, ensuring a seamless learning experience across our eLearning portfolio. Your primary focus will be on onboarding students, with particular attention to key accounts, troubleshooting access issues, and driving student progress and course completion. By fostering a positive learning journey, you will contribute to delivering a great experience and achieving a high Net Promoter Score (NPS). This is a collaborative role where you will work closely with sales, product, and marketing teams to align efforts and deliver best-in-class customer success.

Customer Success Processes

• Develop and implement best practices for onboarding, in-life, and offboarding processes to enhance the student experience.
• Monitor and manage the LIONS eLearning inbox, responding promptly to inbound inquiries and sending onboarding and follow-up communications as needed.
• Collaborate with cross-functional teams to align on key calendar moments and ensure a seamless experience for students.
• Foster a culture of collaboration, customer-centricity, and psychological safety within the team and the broader Intelligence community.

Student Support & Engagement

• Troubleshoot and resolve access issues to ensure students can fully engage with their courses.
• Drive student progress and course completion by providing proactive support and guidance.
• Focus on key accounts to deliver tailored onboarding and engagement strategies.

Collaboration & Stakeholder Engagement

• Work closely with sales, product, and marketing teams to align on customer success initiatives and ensure a unified approach.
• Support broader initiatives within the LIONS Division to contribute to the success of the Intelligence portfolio.

Qualifications Skills & Experience

• Proven experience in a Customer Success Executive role, ideally within eLearning or a related field.
• Strong understanding of customer success processes and best practices, including onboarding, in-life, and offboarding experiences.
• Excellent troubleshooting skills with the ability to resolve simple technical issues remotely.
• Effective organizational skills and the ability to manage multiple tasks simultaneously.
• Strong communication skills, both written and verbal, with experience presenting to senior management and stakeholders.
• A collaborative mindset with the ability to work effectively alongside business leads, stakeholders, and cross-functional teams.

Preferred Qualifications

• Experience working in the creative industries.
• Demonstrated ability to design processes and solve problems effectively.
• Analytical and creative thinking skills, with the ability to provide actionable feedback.
• Proficiency in communicating the reasoning behind your work and influencing stakeholders.

What We Offer

• The opportunity to shape the customer success strategy for a growing eLearning portfolio.
• A collaborative and supportive work environment that values innovation and customer-centricity.
• Professional development opportunities within the dynamic and creative industries.
• A competitive salary and benefits package.

Additional Information

We believe that great things happen when people connect face-to-face. That’s why we work in-person with each other, or with customers and partners, three days a week or more. When you’re 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.

Our benefits include:

• 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’s 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’re 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'll 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.