The Customer Success Specialist (CSS) will be expected to lead the delivery of a superior support program for exhibitors and sponsors, with the goal of helping them achieve their objectives. S/he will drive positive change to improve service levels, increase customer satisfaction, reduce resolution times, and ultimately contribute to increasing revenue growth through a positive customer experience, and increased sponsorship sales.
RESPONSIBILITIES
· Act as the primary resource for customer questions post-sale for Singapore TechWeek, including live/virtual events, digital offerings, and media assets.
· Positively influence the customer experience by supplying exhibitors and sponsors with an effortless experience from POS through end of show.
· Review deadlines and specifications for any sponsorship deliverables or third-party orders. (i.e furniture, electric, Wi-Fi).
· Understand and support customer milestones, communicating with internal teams.
· Responsible for customer onboarding, including tailored “welcome” communication, tracking deliverables and deadlines to help keep the customer on target with all requirements.
· Develop an aligned communication framework and collaborate with marketing to create and promote educational resources.
· Work with internal departments to create a variety of templates for various exhibitor educational resources, including documents, videos, and webinars.
· Travel on-site to shows to ensure our exhibitors are having a successful show and to be a resource to help solve any problems that arise.
· Build and improve cross-team relationships through improving processes, workflows, and alignment to ensure we have the best tools, offerings, educational resources to support our customers.
· Manage customer status communications internally to highlight successes and potential problems before they escalate.
· Facilitate interaction and workflow between project team members (sales, marketing, operations, finance) to ensure deliverables and metrics are delivered on time.
· Drive alignment with renewals, sales, and sponsorships for both live/virtual events. digital offerings and media products
· The CSS will work closely with the sales team to identify upsell opportunities and to identify renewal risks to successfully manage and resolve issues affecting customers.
· Project manage the entire Sponsorship process, while holding Marketing and Operations teams accountable for the tracking, ownership, and execution of their respective products and deliverables.
· Report on deliverables.
REQUIRED QUALIFICATIONS AND SKILLS
· 1-2 years of experience in a corporate customer-facing role.
· BA/BS preferred.
· Skills around persuasion, negotiation, and consensus building to be influential in the customer journey.
· Familiarity with the post-sale and sales life cycle and experience.
· Strong empathy for customers and a desire to contribute toward revenue growth by identifying opportunities for customers through communication.
· Deep understanding of value drivers in recurring revenue business models.
· Superior organizational and project management skills.
· Analytical and process-oriented mindset; detail-oriented.
· Demonstrated desire for continuous learning and improvement.
· Excellent communication and presentation skills.
DESIRED SKILLS
· Sales experience.
· Event industry experience.
DIVERSITY AND INCLUSION:
CloserStill Media embrace diversity in all its forms and are committed to continuing to develop a diverse and inclusive environment that encourages collaboration and innovation.
We are an equal opportunity employer. All applicants will be considered for employment based on merit without attention to age, ethnicity, religion or beliefs, sexual orientation, gender identity, family or parental status or disability status.
