Customer Success Coordinator

WHO IS INFORMA MARKETS IN THE WORLD?

A leading company in international events.

We connect people and markets through audience solutions, specialized digital content, digital and physical platforms, and market intelligence, building relationships and business journeys between companies and markets 365 days a year.

We assist in attracting, converting, and retaining new customers by combining physical and digital actions, providing relationships, experiences, and business opportunities to clients worldwide.

Additionally, Informa Markets:

• Is publicly traded on the London Stock Exchange.
• Is a member of the FTSE 100 (Financial Times Stock Exchange Index), the UK's leading stock market indicator.
• Is part of the Informa Group, a holding company with five business divisions (Informa Markets, Informa Tech, Informa Connect, Taylor & Francis, and Global Support). All divisions share the purpose of connecting people and markets through alignment and learning.

INNOVATION AND CONNECTIONS 365 DAYS A YEAR!

We transform our audience into business opportunities for you through a journey of physical and digital engagements.

Beyond our events, Informa Markets Latam offers markets marketing products and services focused on capturing, attracting, and converting new customers.

We are a company that connects people and businesses 365 days a year through a journey that combines physical and digital actions and engagements.

The Customer Success Coordinator at Informa Markets will be responsible for supporting exhibitors and sponsors across all company events. This professional will lead the Customer Success team, engaging and assisting them throughout the entire customer journey, ensuring that clients have their questions answered and issues resolved. Additionally, the Customer Success Coordinator ensures that they obtain all the technical and commercial information from the exhibitors and ensures exhibitors receive all the necessary solutions from the venue.

Responsibilities:

• Support the definition of processes, KPIs, and the development of reports and dashboards.
• Lead the Customer Success team, guiding and assisting them in resolving customer inquiries and complaints throughout the entire journey until the physical and/or digital events take place.
• Manage the platforms (Customer Service and Customer Success platforms), ensuring that established processes and workflows are followed, always focusing on continuous improvement.
• Monitor, along with the team, customer access and usability across all platforms provided by the company, and report to the relevant teams whenever adjustments or improvements are needed based on customer interactions, questions, and complaints.
• Maintain strong relationships with internal clients (Sales) and other support areas (SalesOps, Operations, and Marketing).
• Attend events in person and be responsible for CAEX (Customer Service Center), training the team and ensuring excellence in service for exhibitors, contractors, and service providers during setup and event days.
• Analyze key performance indicators and results periodically and contribute to the development of delivery reports and debriefing meetings after events.
• Serve as the primary contact for new clients and suppliers, providing guidance and support throughout the ShowCycle, including in-event support.
• Plan and oversee training sessions for exhibitors and suppliers through webinars

Key skills and qualifications

• Excellent Microsoft.
• Experience with CRM.
• Attention to detail and a commitment to delivering high-quality experiences.
• Highly effective communicator both verbal and written in English and Spanish.

Requirements needed for the role

• Advanced knowledge of Microsoft Office and Customer Service systems, with the ability to train new team members.
• Over 5 years of experience in Customer Service leadership, covering a variety of customer service processes and managing complex/challenging customer issues.
• Experience working with KPIs/SLAs.
• Experience in project management, engaging contributors at all levels.

Additional Information

• Direct hiring by the company.
• Hybrid work model.
• Benefits: Life insurance, Medical Insurance, Grocery food vouchers, 15 vacation days, 100% vacation premium, 30 days of Christmas bonus, and 5% Savings Fund (per labor law limits)
• Day off on your birthday.
• Training program (LinkedIn Learning, Coaching, Mentoring, among others).
• Workplace: Polanco, Mexico City.

We know that the "perfect candidate" doesn’t exist, and you might hesitate to apply for an opportunity where you don’t meet all the requirements. But if you're excited to work with us and have most of the skills or experience we’re looking for, go ahead and apply! After all, you might be exactly what we need!

At Informa, we value diversity and encourage the creation of an inclusive work environment that provides space for idea exchange, experiences, and professional development. We are proud to be an equal-opportunity employer! We do not discriminate based on race, religion, disability, gender, sexual orientation, gender expression, age, marital status, citizenship, or other characteristics. We believe in the creative DNA of our teams who, together, connect people 365 days a year.