The Customer Success Team provides direct customer support to exhibitors from the point of sale to post-show lead retrieval. We work with individual exhibitors to help them get the most from our events and are particularly focused on helping them to understand and see the value in our digital and data analysis tools. In doing so, we release the show sales teams to focus on their core tasks of selling. There are also various internal RX departments (including Sales, Marketing, Operations, and other departments) that we liaise with to ensure that our customers have the best experience at our events as possible. Our exhibitor contacts are decision makers so expect to speak with business owners, senior leaders and managers. Exhibiting at a trade show can be a complicated process which is why our Customer Success Coordinators are given designated events to support and work in continuous partnership with our exhibitors over the course of the next 4-6 months pre-show.
We're looking for someone who enjoys working directly with customers. As the main point of contact leading up to the event, the coordinator will guide them through key aspects of their event participation understanding and using our exhibitor manuals, populating their directory listings, digital products education and adoption and so on -helping them to understand what success looks like and how to achieve it.
Core Competencies
- Selling: Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
- Data and Analytics Management: Ability to understand, analyze, gather and organize data in an account management tool or database and marries the results gathered and tasks accomplished with industry-specific trends and demographics
- Revenue Risk Management: Anticipates risks that may impact revenue and customer experience through a systematic review and account health check. Addresses future and on-going issues through effective use of available resources and decision flows
- Facilitation: The rudiments of an effective facilitator such as attributes and presentation skills
- Campaign Management: Ability to conceptualize, create and execute an effective campaign journey across a variety of platforms
- Web Development and Optimization: Ability to manage, implement, execute optimized content and web framework and analyze digital performance
- Creative Design: Ability to conceptualize, create, design, execute, evaluate and communicate effective visual communication plan and visual collaterals to address and satisfy business and organizational needs through marketing efforts
Hard/Technical, Soft Skills and Complimentary Skills
- Basic skills in using and navigating Salesforce
- Basic skills in using and navigating through the Exhibitor Dashboard
- Basic skills in using and navigating through different show websites
- Basic skills in using and navigating through different Exhibitor Badge Registration systems
- Basic skills in using Microsoft Office applications
- Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)
- Exhibits core comptencies based on CS function
- Skilled in written and spoken communication
- Account Management
- Stakeholder Management
Other Qualifications/Requirements:
- Bachelor's degree holder
- At least 1 year of relevant experience
- Experience dealing with various stakeholders in a global perspective
- Experience in voice / non-voice set-up
