Customer Success Executive (Jr100563)

Description

At Clarion, our people are at the absolute heart of what we do. We’re proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you.

The Opportunity:

Clarion Gaming is the market leading media and events business for the B2B gambling market. It is home to ICE, the biggest and most well-known show, attracting over 40,000 global attendees, as well as a portfolio of media products including ICE365 and iGamingBusiness, both market leading portals for the gaming community. Last but certainly not least, we are home to the vibrant iGB event series.

At Clarion Gaming, we strive to be the best through innovation, embracing learning and development, celebrating mistakes and most of all putting our customers first. Our Customer Success team ensures our customers get the best out of us and our products.

We are seeking a highly motivated Customer Success Executive to join the Clarion Gaming team in our London office. The ideal candidate will be resilient, work well under pressure, be customer focused, build strong relationships with our customers, and ultimately deliver a great Customer Success experience.  

Key Responsibilities:

• Understand Clarion Gaming strategic goals and how the Customer Success strategy, objectives, and tasks support delivery and goals. 
• Contribute insights and ideas to develop improved processes, the customer experience strategy and desired customer journey. 
• Use the voice of the customers through surveys that measure, compare and benchmark the consumer experience, building on the feedback. 
• Supporting the process for client reporting and successful campaign return on investment, through reporting on campaign performance. 
• Lead on customer support communications, chat bot interactions, and tracking conversions.
• Collaborate with the sales, operations, content and marketing functions to enhance the customer experience across all touchpoints.
• Providing daily support to customers and onsite support to facilitate with registration, app issues, floor navigation and ad hoc tasks.  
• Drive continuous improvements in customer satisfaction metrics and attendee retention through improved response times, professional support, and fast resolutions. 
• Providing detailed reports to senior management on customer satisfaction and response times.
• Writing and updating documentation, FAQs and an external knowledge base on our events and services.  
• Building an internal knowledge base and helping with the on-boarding of new agents. 

Requirements

Knowledge, Skills & Behaviours:

• Experience in working with customer data and platforms to drive strategic planning and decisions is desirable.
• Experience in using Freshdesk or a similar CRM is advantageous.
• Excellent communication, interpersonal and written skills.
• Confident and able to problem-solve and resolve issues quickly.
• Proactive, self-motivated, and able to multi-task and work to deadlines.
• Increase renewals of new business for both exhibitor and digital products.
• Reducing year one exhibitor churn and maintaining attendee retention.
• Increase customer satisfaction through a customer experience programme (Net Promoter Score) to obtain metrics.
• A passion for self-development and a commitment to ongoing learning.

Values:

The Gaming team is a group of enthusiastic individuals driven by the following values:

We love the unexpected:

• We’re adventurous and willing to try new things
• We embrace and drive change
• We aim to surprise and delight

We’re open and happy to share:

• We engage with stakeholders outside the event
• We build sharing communities
• We embrace others’ ideas

We’re committed to caring:

• We take personal responsibility to get things done
• We always think about every step of the experience
• We strive to understand and meet customers’ needs

We continuously learn:

• We actively seek inspiration from all quarters
• We constantly strive to improve what we do and how we do it
• We help learning lead to growth

About Clarion Events

Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. (https://clarionevents.com/welcome)

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. (https://www.blackstone.com/)

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

Benefits

• 25 days’ holiday plus bank holidays
• End of year wellbeing shutdown (closed for the last week of the year)
• Celebration day off (e.g. birthday, Diwali, Eid, etc)
• Summer Hours in August (3pm finish on Fridays)
• Helping Our World (HOW) Days – one paid day per quarter to carry out charity work
• Pension Scheme
• Private Medical Insurance
• Health Cash Plan
• Employee Assistance Programme (EAP) – a 24/7, 365-day confidential helpline
• Subsidised Café
• Season Ticket Loan
• Cycle to Work Schemes
• Free on-site gym and shower facilities
• Free eyesight tests
• Free flu vaccination – offered on site once a year for all employees