Customer Solutions Executive - Shelton, United States - Clarion Events North America

Clarion Events North America

Verified Company

Shelton, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Does this sound like you?

The Opportunity:

Clarion's Digital Marketing Division is the home of two market-leading brands Traffic & Conversion Summit & Affiliate Summit.

Affiliate Summit runs the biggest affiliate marketing events in the world, and attracts thousands of advertisers, networks, agencies and affiliates from the US and across the globe.

Traffic & Conversion Summit is the biggest independent digital marketing conference in North America, we have a mind-blowing pedigree of speakers including Richard Branson and Arnold Schwarzenegger.

We don't run your typical conference, so if you're looking for a bunch of guys in grey suits, we might not be for you.

We bring together SMEs, bloggers, Instagram influencers and the world's largest eCommerce brands.

Our Vegas show sells out every year as you have probably seen EVERYBODY (including your granny) is now shopping online.

The pandemic changed EVERYTHING.

But as hard as this year has been, it has forced the digital marketing industry (and that includes us) to pivot and innovate in ways we've never seen before.

We're at a really exciting time of transformation in our business as we launch new content for the industry, and ultimately become even more customer obsessed than ever before.

Clarion Events and the Digital Marketing portfolio embrace diversity and equal opportunity in a serious way. 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.

Key Responsibilities Pre-Show:

Develop and manage strong customer relationships to ensure deliverables meet and exceed sponsor and exhibitor expectations

Serve as the primary contact for customers and act as a knowledge base on all-show things (Attendee, Sponsor, and Exhibitor)

Assist with the development, test, and launch Sponsor/Exhibitor portal that contains all logístical elements needed in order to customers to exhibit

Monitor and update the floorplan to ensure accuracy with floorplan weekly

Managing and resolving all customer escalations (support or response to any alerts, red flags, poor satisfaction)

Conduct regular check-ins on clients to control Attendee, Exhibitor and Sponsor satisfaction levels

Develop personalized solutions based on customer queries that are sustainable and deliver Return on Objectives to customers

Represent the voice of the customer to provide input into every core operation, marketing, and sales process

Project management of key work streams that focus on customer satisfaction

Responsible for the creation of Attendee FAQs, responses, and engagement plans

Liaise with the operations teams regularly to ensure sponsor satisfaction around the deliverables specified in the contract

Effective coordination with event management, marketing, finance, and operations teams to ensure registered Sponsors and Exhibitors in good financial standing prior to the show

Key Responsibilities Onsite:

Onsite Customer Support:

Serve as the main point of contact for customers throughout the event, addressing their questions, concerns, and needs.
Welcome customers as they arrive at the event and provide them with necessary information and guidance.
Act as Registration Lead, resolving any escalations preshow and onsite.
Attending events and liaising with customers onsite to ensure that their contract is fulfilled and all of their concerns and needs are addressed.
Conduct regular checkins with customers to ensure their satisfaction and gather feedback.
Coordinate with the Operations team to address technical or logístical challenges faced by customers.
Work closely with customers to ensure their longterm satisfaction and encourage their continued participation in future events.

Key Responsibilities Post-Show:

Follow-Up

- post-event debrief sessions with customers to gather feedback and assess their overall satisfaction.
- customer feedback, testimonials, and success stories for future reference and marketing purposes.
- with the greater team to develop and execute strategies for customer retention and engagement.

- base management:

- all event knowledge bases with relative information to reflect future event information.
- registration function and customer journey pre-show launch to ensure a seamless registration experience.
- new strategies alongside the Head of Customer Succes.