Customer Success Specialist in London

This role is based in our London office. Are you a dynamic professional with a passion for delivering exceptional customer experiences? We’re looking for a Customer Success Specialist to join our team and support our event and digital media clients from the moment of sale through to the event date—and beyond. In this role, you’ll be the driving force behind client success, ensuring seamless participation in our events and campaigns. From supporting conference exhibitors to managing deliverables and overseeing our innovative exhibitor portal, EV2, you’ll be at the heart of creating impactful experiences. You’ll also act as the trusted point of contact for exhibitor passes, registration, and all client inquiries, building strong partnerships to help our customers achieve their goals. With your keen attention to detail and outstanding communication skills, you’ll ensure the accurate delivery of sold programs, coordinate assets, and provide insightful reporting. If you thrive in a fast-paced, collaborative environment and are ready to make a difference, we’d love to hear from you!

Key Responsibilities

• Client Fulfillment: Deliver sponsorship programs and services at live and virtual events in line with contractual agreements.
• Deliverable Tracking: Accurately monitor and manage client deliverables to ensure timely execution.
• Onsite Rebooking: Lead the rebooking process during events, ensuring smooth transitions for clients.
• Customer Service Leadership: Serve as the primary point of contact for clients from the point of sale to campaign conclusion, providing exceptional service throughout.
• Stakeholder Collaboration: Act as the liaison between clients and internal teams, ensuring alignment and seamless communication.
• Customer Engagement: Host regular calls and webinars to keep clients informed and engaged.
• Proactive Communication: Send timely, engaging updates to enhance the client experience.
• Event Coordination: Collaborate with Content, Marketing, Event Operations, and Registration teams to deliver on client packages.
• White Glove Service: Partner with Event Operations and Informa Engage to provide premium support tailored to client needs.
• Sales Collaboration: Work closely with Sales and Operations teams to plan and execute the rebook program during events.
• Lead Management: Ensure the timely and accurate distribution of incoming leads to clients.

Qualifications

• Experience: 2–3 years of experience in account management or customer success. Demonstrable experience in contract management, including terms and track record in quality control environments, focusing on accuracy of delivery, reporting, and reconciliation of sold programs.
• Skills: Strong project management skills with the ability to multitask effectively. Expertise in customer communications, including email, webinars, and 1:1 interactions. Knowledge of inventory coordination and management. Comfortable using ticketing software and customer management platforms; experience with Freshdesk is a plus.
• Attributes: Highly organized with exceptional attention to accuracy and a team player who excels at partnering with and influencing diverse stakeholders to achieve positive outcomes.
• Additional Strengths: Focused on delivering timely and accurate results while delighting customers and experience in collaborating with internal stakeholders to create and engage audiences.

If you’re ready to bring your expertise and passion for customer success to a dynamic team, we’d love to hear from you!

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.

Here’s 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’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.