Customer Success Specialist - Money 20/20

Company Description

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious brands like Cannes Lions, Black Hat, Money20/20 and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

Job Description

This role is based in our New York, NY Office.

We're looking for a Customer Success Specialist to join our team, as part of our Sales function at Money20/20.

As a Customer Success Specialist you will support the sales team, ensuring that the customer journey is frictionless and optimized for customer success at our annual trade show in Las Vegas, NV, which 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.

Client onboarding and education:

• Guide new exhibitors through the tradeshow process, ensuring they understand how to maximize their presence at the event

• Send onboarding emails, conduct onboarding calls, and lead app demos to increase customer understanding of available resources

• Provide important information on booth shipping and timelines, including any associated timelines and/or costs

• 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 exhibitors and 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 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’s 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 organize 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, focusing on badge scan, booth visitation, and meeting reports

Retention and Growth:

• Ensure positive relationships with customers extends through the show and that handoffs to the retention sales team is carefully managed

• Identify upsell and cross-sell opportunities and communicate to the sales team

• Analyze customer data and feedback

Qualifications

• Exceptional organizational skills and ability to prioritize
• Fintech experience is preferred, but is required
• Prior experience in a customer success/events role experience is preferred
• The candidate must be willing to be in the NYC office 3 days a week
• Administrative experience
• Salesforce experience
• 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 prioritized set of action items
• Familiarity with G Suite, Micosoft Office, and Microsoft Teams (required)
• The pay range for this position is $60,000- $70,000 depending on experience
• This posting will expire on 7/28

Additional Information

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. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• 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: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• 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.

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. Ask us or see our website for full information.

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