Customer Success Coordinator

The Customer Success Coordinator at Informa Markets will be responsible for supporting exhibitors and sponsors across all company events. This professional will lead the Customer Success team, engaging and assisting them throughout the entire customer journey, ensuring that clients have their questions answered and issues resolved. Additionally, the Customer Success Coordinator ensures that they obtain all the technical and commercial information from the exhibitors and ensures exhibitors receive all the necessary solutions from the venue. Responsibilities:Support the definition of processes, KPIs, and the development of reports and dashboards.Lead the Customer Success team, guiding and assisting them in resolving customer inquiries and complaints throughout the entire journey until the physical and/or digital events take place.Manage the platforms (Customer Service and Customer Success platforms), ensuring that established processes and workflows are followed, always focusing on continuous improvement.Monitor, along with the team, customer access and usability across all platforms provided by the company, and report to the relevant teams whenever adjustments or improvements are needed based on customer interactions, questions, and complaints.Maintain strong relationships with internal clients (Sales) and other support areas (SalesOps, Operations, and Marketing).Attend events in person and be responsible for CAEX (Customer Service Center), training the team and ensuring excellence in service for exhibitors, contractors, and service providers during setup and event days.Analyze key performance indicators and results periodically and contribute to the development of delivery reports and debriefing meetings after events.Serve as the primary contact for new clients and suppliers, providing guidance and support throughout the ShowCycle, including in-event support.Plan and oversee training sessions for exhibitors and suppliers through webinars