Customer Solutions Executive
2 months ago
In September 2023, we were certified as a "great place to work" from GreatPlaceToWork.com for the 2nd year running
Does this sound like you?
We are looking for a motivated and client-facing candidate with proven success within the exhibition event industry. The successful candidate is expected to build stronger relationships with our customers and provide solutions to their queries about our events.
The ideal candidate will have excellent communication and problem-solving skills, be a team player, and have the ability to organize their time to manage multiple projects.
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 logistical 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.
- Answer all queries submitted via email, text, and/or chatbot received during events.
- Act as Registration Lead, resolving any escalations pre-show 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 check-ins with customers to ensure their satisfaction and gather feedback.
- Coordinate with the Operations team to address technical or logistical challenges faced by customers.
- Work closely with customers to ensure their long-term 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.
- Conduct detractor interviews with all Attendees, Sponsors, and Exhibitors
What you bring to the table:
- Excellent communication and interpersonal skills
- Experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or equivalent)
- Experience with Chatbot operations
- Flexible approach, able to operate effectively with uncertainty and change
- Focused, self-motivated, enthusiastic and with a “can-do” attitude
- A high level of accuracy and attention to detail is required
What’s in it for me?
- Competitive base salary dependent upon experience
- Bonus based on challenging but achievable targets
- Hybrid position (some travel expected depending on role)
- Generous PTO & Company-paid Holidays: this includes a day off for your birthday every year, and in 2022 our employees will receive the entire week of July 4th AND the entire last week of the year off.
- A full benefits package, including medical, dental, vision, voluntary life insurance, HSA (plus employer contrition), and FSA.
- Basic life, long-term disability & short-term disability are covered at 100%.
- 401(k) Plan with employer match.
- Opportunity to travel across the country to attend our shows and meet people from a multitude of different industries.
Who is Clarion?
Clarion Events North America, which is the US division of Clarion Events UK, and backed by The Blackstone Group has become one of the fastest-growing event companies in the United States, with aggressive growth through both acquisition and launch. We excel in managing and producing trade and consumer events across the United States in 12 diverse sectors such as pop culture (anime), energy, technology, and fire and rescue.
Equal Employment
Clarion Events provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, veteran status, disability, or genetics. In addition to federal law requirements, Clarion Events complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has offices. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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