Customer Success Specialist

Overview

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.

Objectives of this role:

• 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.

• 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.

• 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.

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

• 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 escalated interactions professionally.
• Quick learner with the ability to adapt to new systems and processes.
• Highly organized and detail-oriented, with strong interpersonal and relationship-building skills.

• Knowledge of the Art Fairs industry.
• Spanish language skills are a plus.
• Familiarity with exhibition and event operations.
• Experience in customer service within both B2B and B2C environments.

We believe that great things happen when people connect face-to-face. That s why we work in-person with each other, or with customers and partners, three days a week or more. When you re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some…