Customer Success Manager

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At Clarion our people are at the absolute heart of what we do. We're proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic and creative global business then we want to hear from you.

About Clarion Gaming

Clarion Gaming is the market leading media and events business for the B2B gambling market. It is home to ICE, the biggest and most well-known show, attracting over 40,000 global attendees, as well as a portfolio of media products including ICE365 and iGamingBusiness, both market leading portals for the gaming community. Last but certainly not least, we are home to the vibrant iGB event series.

At Clarion Gaming, we strive to be the best through innovation, embracing learning and development, celebrating mistakes and most of all putting our customers first. Our Customer Success team ensures our customers get the best out of us and our products.

The Opportunity

We are looking for a highly motivated Customer Success lead to join the Clarion Gaming team in our London office. The successful candidate will be joining as we look to evolve this department and progress how the team drives improvements across our live events. This is a rare opportunity for a proactive individual to make their mark and show the full impact a Customer Success team can have. This role will give someone obsessed with positive customer experiences and outcomes an opportunity to realise their full potential.

Key Responsibilities:

• Overall responsibility for the Customer Success team across the Clarion Gaming division.
• Fostering consistency across the customer journey in order to create a more seamless customer experience, including designing a proactive, outbound customer success programme.
• Driving consistency in internal processes and schedules across the portfolio so that we are better prepared to meet customer needs.
• Developing longer term strategies, collaborating with Sales, Operations, Content and Marketing functions, to improve pre-show, onsite and post-show customer interactions and escalations.
• Driving continuous improvement in NPS and other customer satisfaction metrics (including response times, customer retention rates etc.).
• Interviewing top customers on all shows to understand their 'post sale' experience in order to identify where to focus improvements.
• Owning our relationship with Freshdesk - ensuring our ticketing, tagging and reporting architecture is appropriate for our needs, as well as developing the team's fluency on the platform by arranging training and educational days via their academy programme.
• Nurturing and encouraging the development of your direct reports, including creating individual and team KPIs/objectives and putting in place an incentive programme to drive customer interaction and success.
• Reporting and analysis - delivering weekly/monthly/annual product reports to management detailing key metrics (customer satisfaction/response times) and insights.
• Devising and implementing a Customer Success brand language in collaboration with our Brand Director and helping to promote a culture of Customer Success throughout the business.

Requirements

Knowledge, Skills & Behaviours:

• Prior experience of managing a Customer Success team in a B2B environment.
• Familiarity with using Freshdesk is desirable but not essential; we welcome candidates who have experience with similar platforms.
• Proven ability of working with customer data and platforms to drive strategic planning and decisions that improve customer experience.
• Demonstrated ability to manage multiple projects and individuals in a fast-paced and changing environment, with a flexible and adaptable approach.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with a range of stakeholders.
• A passion for self-development and a commitment to ongoing learning and improvement.
• The role will mainly be hybrid with onsite work required at live events.

Values:

The Gaming team is a group of enthusiastic individuals driven by the following values:

We love the unexpected:

• We're adventurous and willing to try new things
• We embrace and drive change
• We aim to surprise and delight

We're open and happy to share:

• We engage with stakeholders outside the event
• We build sharing communities
• We embrace others' ideas

We're committed to caring:

• We take personal responsibility to get things done
• We always think about every step of the experience
• We strive to understand and meet customers' needs

We continuously learn:

• We actively seek inspiration from all quarters
• We constantly strive to improve what we do and how we do it
• We help learning lead to growth

About Clarion Events

Clarion Events is one of the world's leading event organisers, producing and delivering innovative and market-leading events since 1947. (https://clarionevents.com/welcome)

Clarion Events embrace diversity and equal opportunities in all that we do. 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.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world's leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. (https://www.blackstone.com/)

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

Benefits

• 25 days' holiday plus bank holidays and your birthday off.
• Pension Scheme.
• BUPA Healthcare Scheme.
• Employee Assistance Programme (EAP) - a 24/7, 365 day confidential helpline provided by Health Assured.
• Subsidised Café.
• Season Ticket Loan.
• Cycle to Work Scheme.
• HOW Days - one paid day per quarter to carry out charity work as part of Clarion's Helping Our World (HOW) scheme.
• Free on-site gym and shower facilities.
• Free eyesight tests - available to all employees who regularly use a visual display unit (VDU).
• Free flu vaccination - offered once a year for all employees to sign up for.