Customer Success Executive

Explore a connected marketplace We connect data, markets and customers to create a comprehensive, trusted view of the global commodities markets. For our customers, the intelligence we provide is empowering, which as a result influences thousands of decisions across supply chains every single day. We believe the right culture has the same effect. Our culture empowers our people, giving them the confidence and inspiration they need to achieve their aspirations, thrive on innovation and explore more. Customer Success Executive - ICIS - Sutton Summary: The customer success executive is responsible for providing a proactive and progressive approach to event customers, supporting them to become digitally native through usage of our online event tools. This role will be an integral part in providing excellent customer experience to all attendees whether helping them to complete their booking process efficiently and accurately, handling enquiries or supporting them to become digitally native, thereby increasing adoption of our event technology offerings. You will focus on the customer journey from point of sale to event delivery, across our digital platforms and providers, delivering a world-class customer experience. This role includes day to day customer success activities (e.g. on-boarding delegates through 1-2-1 demos, tracking engagement, general support, suggesting marketing communication and process recommendations, whilst working with Marketing to deliver targets (e.g., increased digital activation rates, networking activity, NPS, etc.). You will work closely with relevant internal teams (operations, marketing, sales, production and accounts) to generate or follow up leads, reconcile accounts, provide relevant reports or paperwork for the onsite team. This individual will have a passion for delivering high levels of customer service, who is comfortable in taking the initiative to support our customers to maximise value in our services. They will be an excellent communicator, both verbal and written. Key Responsibilities:

• Proactively help our customers achieved their desired outcomes using our event products and services
• Drive greater adoption of online event platforms, following up with customers as and when necessary
• Retain and grow the business by increasing user engagement with online tools
• On-board customers through platform demos and helping set up 1-2-1 meetings
• Gather and share customer feedback to the wider organisation, feeding back leads to the team
• Collaborate with colleagues ensuring we maintain customer retention for events
• Managing customer queries (phone, email, and via the platform)
• Maintains accurate records to ensure they reflect the customers' current requirements and details
• Provides regular reports through event cycle

Experience / Skills:

• Customer centric; putting the customer first through problem solving and using initiative to resolve problems efficiently
• Passionate about delivering excellent customer experiences
• Versatile, enthusiastic, quick learning with a desire to improve the customers' experience
• Curious willing to ask questions, challenges the status quote
• Strong cross-team collaboration skills, with the ability to liaise with all levels
• Adept at managing multiple tasks simultaneously, well-organised and dependable
• Adopts new technologies quickly and enthusiastically that add value to the customers' experience
• Strong attention to detail, good time management
• Excellent communication skills with a positive attitude and passion for delivering exceptional customer service