Junior Customer Success Manager

At Clarion, our people are at the absolute heart of what we do. We’re proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you.

The Opportunity:

Clarion’s Digital Marketing Division is the home of two market-leading brands Traffic & Conversion Summit & Affiliate Summit.

Affiliate Summit runs the biggest affiliate marketing events in the world, and attracts thousands of advertisers, networks, agencies and affiliates from the US and across the globe. Traffic & Conversion Summit is the biggest independent digital marketing conference in North America, we have a mind-blowing pedigree of speakers including Richard Branson and Arnold Schwarzenegger.

We don’t run your typical conference, so if you’re looking for a bunch of guys in grey suits, we might not be for you. We bring together SMEs, bloggers, Instagram influencers and the world’s largest eCommerce brands. Our Vegas show sells out every year as you have probably seen EVERYBODY (including your granny) is now shopping online.

The ideal candidate will be a motivated and client-facing candidate with proven success within the exhibition event industry. They will have excellent communication and problem-solving skills; be a team player; and have the ability to time manage multiple projects. The successful candidate will work on building stronger relationships with our customers and provide solutions to event queries.

Key Responsibilities:

Pre-Show:

• Develop and manage strong customer relationships to ensure deliverables meet and exceed sponsor and exhibitor expectations.
• Serve as the primary contact for customers and act as a knowledge base on all-show things (Attendee, Sponsor, and Exhibitor).
• Assist with the development, test, and launch Sponsor/Exhibitor portal that contains all logistical elements needed in order to customers to exhibit.
• Monitor and update the floorplan to ensure accuracy with floorplan weekly.
• Managing and resolving all customer escalations (support or response to any alerts, red flags, poor satisfaction).
• Conduct regular check-ins on clients to control Attendee, Exhibitor and Sponsor satisfaction levels.
• Develop personalized solutions based on customer queries that are sustainable and deliver Return on Objectives to customers.
• Represent the voice of the customer to provide input into every core operation, marketing, and sales process.
• Project management of key work streams that focus on customer satisfaction.
• Responsible for the creation of Attendee FAQs, responses, and engagement plans.
• Liaise with the operations teams regularly to ensure sponsor satisfaction around the deliverables specified in the contract.
• Effective coordination with event management, marketing, finance, and operations teams to ensure registered Sponsors and Exhibitors in good financial standing prior to the show.

Onsite:

• Serve as the main point of contact for customers throughout the event, addressing their questions, concerns, and needs.
• Welcome customers as they arrive at the event and provide them with necessary information and guidance.
• Answer all queries submitted via email, text, and/or chatbot received during events.
• Act as Registration Lead, resolving any escalations pre-show and onsite.
• Attending events and liaising with customers onsite to ensure that their contract is fulfilled, and all of their concerns and needs are addressed.
• Conduct regular check-ins with customers to ensure their satisfaction and gather feedback.
• Coordinate with the Operations team to address technical or logistical challenges faced by customers.
• Work closely with customers to ensure their long-term satisfaction and encourage their continued participation in future events.

Requirements

Knowledge, Skills & Behaviours:

• Previous experience in event organisation.
• Experience in a customer-facing role, providing customer support and managing operations.
• An interest in digital marketing would be desirable.
• Excellent communication and interpersonal skills.
• Experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or equivalent).
• Experience with Chatbot operations.
• Flexible approach, able to operate effectively with uncertainty and change.
• Focused, self-motivated, enthusiastic and with a “can-do” attitude.
• A high level of accuracy and attention to detail is required.

Values:

Our team's core values include creating an inclusive environment that is feedback-obsessed, celebrates mistakes, is committed to learning and development, and loves our customers.

The unique culture and identity of the Digital marketing division values are:

• We are committed to learning & improvement
• We are feedback obsessed
• We love our customers
• We celebrate mistakes

About Clarion Events

Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. ([https://clarionevents.com/welcome>)

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. ([https://www.blackstone.com/>)

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

Benefits

• 25 days’ holiday plus bank holidays
• End of year wellbeing shutdown (closed for the last week of the year)
• Celebration day off (e.g. birthday, Diwali, Eid, etc)
• Summer Hours in August (3pm finish on Fridays)
• Helping Our World (HOW) Days – one paid day per quarter to carry out charity work
• Pension Scheme
• Private Medical Insurance
• Health Cash Plan
• Wellbeing Library (MYNDUP)
• Mentoring Programme
• Subsidised Café
• Season Ticket Loan
• Cycle to Work Schemes
• Free on-site gym and shower facilities
• Free eyesight tests
• Free flu vaccination – offered on site once a year for all employees