Customer Success Executive (Spanish Speaking)
4 days ago
London
Key Responsibilities: Customer Support & Customer Success\n\n • Deliver exceptional customer support across email, telephone, Microsoft Teams, social media and face-to-face interactions\n, • Respond to enquiries from exhibitors, visitors, affiliates and contractors accurately, professionally and within agreed service levels.\n, • Support Customer Success KPIs including First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT) and overall customer experience metrics.\n, • Identify recurring customer issues and recommend improvements to processes, communications and self-service resources.\n, • Manage weekly exhibitor updates and stand amendments within the Sponsors & Exhibitor (SpEx) process, ensuring information is accurate and delivered to agreed deadlines.\n, • Collaborate closely with Sales, Operations and Marketing teams to resolve customer queries efficiently and deliver a seamless customer experience.\n, • Support cross-functional projects focused on improving customer engagement and operational efficiency.\nAffiliate Approval & Vetting\n\n, • Review affiliate registration applications and assess eligibility against established criteria.\n, • Carry out verification checks using websites, social media profiles and supporting documentation.\n, • Approve or reject applications in accordance with internal policies while maintaining accurate audit records.\n, • Manage customer communications relating to approvals, rejections and escalations professionally and efficiently.\nEvent Technology & Digital Platforms\n\n, • Become a key user of our customer-facing event technology platforms, including the registration system, networking app, exhibitor portal, WhatsApp AI Concierge and other event applications.\n, • Act as the first point of contact for customer-facing event technology, working with suppliers to resolve issues quickly and minimise customer disruption.\n, • Assist with the setup, testing and ongoing support of event technology platforms (such as Networking App) before and during the event.\n, • Help troubleshoot platform issues while ensuring customers receive timely updates and support.\n, • Ensure all internal processes meet internal data protection policies\n, • Develop a strong understanding of the integration between customer-facing event platforms, identifying issues and escalating appropriately.\nCustomer Communications\n\n, • Draft, review and schedule customer communications using platforms such as Pardot and Freshdesk.\n, • Ensure communications are clear, engaging and on brand.\n, • Support the delivery of exhibitor and visitor communication plans throughout the event lifecycle.\nCustomer Education & Enablement\n\n, • Support the creation and delivery of exhibitor and visitor webinars.\n, • Develop customer education materials to improve the onboarding experience and reduce customer effort, including: \n \n, • FAQs\n, • How-to guides\n, • Infographics\n, • Knowledge Base articles\n, • Event preparation guides\n, • Webinar Presentations\n, • Video walkthroughs\n \nSurveys & Customer Feedback\n\n, • Support the creation and distribution of exhibitor and visitor surveys.\n, • Assist with onsite feedback collection during the event.\n, • Analyse customer insights to support post-event reporting and continuous improvement initiatives.\n, • Monitor customer feedback and identify opportunities to improve the customer journey.\nOnsite Event SupportAttend both ICE and iGB Affiliate 2027 and provide frontline customer support by:\n\n, • Managing customer help desks, information points and main features.\n, • Participating in Networking events as representing the Customer Success Team.\n, • Assisting exhibitors, visitors, affiliates and contractors with enquiries.\n, • Supporting networking app adoption and troubleshooting.\n, • Managing customer surveys and feedback collection.\n, • Assisting with service recovery where required.\n, • Working collaboratively with internal teams to ensure an outstanding onsite customer experience.\nKnowledge, Skills & Behaviours:Essential\n\n, • Experience in Customer Success, Customer Service, Client Services, Event Support or another customer-facing role.\n, • Fluent in English and Spanish, with the ability to communicate confidently both verbally and in writing using standard European (Castilian) Spanish.\n, • Comfortable supporting international customers across multiple communication channels.\n, • Passion for delivering outstanding customer experiences.\n, • Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously.\n, • Confident communicating with customers via email, phone, live chat, social media and in person.\n, • Strong problem-solving skills with a proactive, solutions-focused approach.\n, • Highly competent with technology, able to learn new systems quickly and confident navigating multiple digital platforms simultaneously.\n, • Experience creating customer-facing communications or support materials.\nDesirable\n\n, • Previous experience working within exhibitions, conferences or live events.\n, • Experience using CRM or customer support platforms such as Freshdesk.\n, • Experience with marketing automation platforms such as Pardot.\n, • Experience working with networking platforms, registration systems or exhibitor portals.\n, • Experience supporting webinars or virtual customer education sessions.\n\n About Clarion Events ...