Customer Success Specialist

Overview

Informa Markets, a division within Informa, creates global platforms for industries to trade, innovate and grow. We organise over 450 large-scale branded and transaction-led events in over a dozen specialist markets. These are typically not-to-be-missed live and on-demand B2B events where industries convene and people gather to do business. We also provide data and digital content, as well as year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads.

South Florida Ventures (SFV), a division within Informa, creates global platforms for industries. We organize over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, showcase products, and conduct business. Among these, SFV Art Fairs are premier events that bring together exhibitors, including art galleries, collectors, and industry professionals, to celebrate and showcase the world of art.

Through our growing portfolio of shows, we join together our unique experience, expertise, and skills in our mission to bring beauty to the world. People are the core of all that we do, and we are proud to serve the beauty community every step of the way. Our business welcomes all representatives of the professional beauty industry to meet with top brands from around the globe, get hands-on education, shop, connect with their community, and stay up to date with the hottest trends.

Using our experience and proven industry insight, we are passionate about creating platforms for our customers to connect and shaping environments that enable businesses to flourish.

This role is based in our Fort Lauderdale office.

We are seeking a Customer Success Specialist to support the customer success function for our SFV Art Fairs, with a primary focus on assisting exhibitors, particularly art galleries, in optimizing their event experience. In this role, you will provide day-to-day support to exhibitors, ensuring their satisfaction through proactive communication and assistance. While primarily focused on SFV Art Fairs, you may also support other SFV events as needed.

Reporting to the Director of Customer Success, you will collaborate with internal teams to deliver high-quality service and ensure smooth event execution. This role requires a strong background in customer service and event coordination, with an emphasis on operational tasks and client support. The position is execution- and support-focused, dedicated to ensuring a seamless experience for exhibitors.

Exhibitor Support and Relationship Management:

• Serve as the primary point of contact for assigned exhibitors, particularly art galleries, providing timely and professional assistance.
• Build rapport with exhibitors to ensure satisfaction, retention, and a positive event experience.

Operational Support:

• Assist art galleries and other exhibitors with event-related tasks, including onboarding, setup, and navigating digital tools.
• Ensure exhibitors meet deadlines and are prepared for SFV Art Fairs and other events as required.

Customer Success Processes:

• Follow established customer-success processes and best practices to deliver consistent service.
• Maintain customer-support content and resources as directed by the Director of Customer Success.

Team

Collaboration:

• Work closely with sales, operations, registration, marketing, and finance teams to ensure smooth coordination and service delivery for SFV Art Fairs and other events.

Metrics and Reporting:

• Track and report on exhibitor inquiries, issues, and resolutions to support team goals.

• Act as the day-to-day contact for assigned accounts, providing proactive outreach and addressing inquiries.
• Support art galleries and other exhibitors in setting up and navigating digital tools to optimize their event presence.
• Remind exhibitors of deadlines, including “Early Bird Pricing” and other opportunities.
• Collaborate with internal teams to resolve exhibitor issues and ensure seamless event execution.
• Provide basic troubleshooting and problem-solving for exhibitor challenges.
• Maintain accurate records of exhibitor interactions and feedback.

Required Skills & Experience

• Minimum 2 years of customer service experience.
• Minimum of 2 years of event coordination or working with exhibitors, preferably in the art industry or similar fields.
• College degree or equivalent work experience.
• Proficiency in Salesforce (Service Cloud preferred).
• Strong proficiency in Microsoft Office products (Word, Excel, Outlook, PowerPoint).
• Strong phone etiquette and professional email communication skills.
• Positive energy and professional demeanor.
• Omni-channel contact center system experience with reporting capability.
• Exceptional attention to detail and the ability to manage multiple priorities effectively.
• Excellent written and verbal communication skills, with the ability to handle…