Informa Festivals
Job Description
This role is based in our New York office
We're looking for a dynamic Customer Success Specialist to join our Black Hat team. In this role, you'll deliver exceptional support to our event and digital media clients throughout their journey with us - from initial sale through event execution and beyond.
As part of the Cybersecurity Vertical at Informa Festivals, you'll manage comprehensive client relationships while providing our premium service experience, ensuring maximum value realization and long-term partnership success.
Responsibilities Client Management
Serve as the primary point of contact for clients from post-sale through event completion
Lead sponsors through the event lifecycle, including onboarding calls, platform demos, and educational webinars
Build positive, trust-based relationships through proactive outreach and consistent client touchpoints, advising them on how to maximize their presence and ROI
Oversee complete customer relationships including onboarding, implementation, adoption, and handoff to sales for rebook
Event Delivery
Manage exhibitor portal (EV2) and provide technical support to ensure current sponsor data
Provide key details on event operations, including deliverables and deadlines
Track all client deliverables using internal systems and ensure timely adoption
Collaborate with event support teams (Content, Marketing, Operations, Registration) to ensure successful program delivery
Manage comprehensive client experience during on-site events, serving as their advocate and primary support
Ensure timely and accurate distribution of event leads and post-event analytics
Conduct post-event reviews and gather feedback to drive continuous improvement
Operational Excellence
Document all client interactions comprehensively in Salesforce with detailed notes and next steps
Maintain accurate reporting of deliverables
Partner with Event Operations to deliver premium service
Collaborate with Sales teams on rebook programs and renewal opportunities
Develop and maintain client success plans with clear objectives and measurable outcomes
Identify and elevate client issues promptly while working toward resolution
Qualifications
2-3 years' experience in Account Management or Customer Support
Experience in B2B events (preferred)
Proficiency with CRM systems, preferably Salesforce
Experience with customer communications via email, webinars, and one-to-one interactions
Proven experience in quality control environments, focusing on accurate delivery, reporting and program reconciliation
Ability to partner with and influence various internal and external stakeholders
Exceptional written and verbal communication skills and presentation abilities
Excellence in cross-departmental collaboration and project management
Strong attention to detail and organizational skills
Proven ability to work independently and lead strategic customer initiatives
Ability to manage multiple client relationships simultaneously while maintaining high service standards
Thrives in fast-paced environments and adapts quickly to changing priorities
Additional Information 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 of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com
Our benefits include
Great community:
a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
Broader impact:
take up to four days per year to volunteer, with charity match funding available too
Career opportunity:
the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
Time out:
15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
Recognition for great work, with global awards and kudos programs
As an international company, the chance to collaborate with teams around the world
The salary range for this role is $60,000 - $70,000 based on experience.
This posting will automatically expire on February 4, 2026.
We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.
If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.
See how Informa handles your personal data when you apply for a job here.
#J-18808-Ljbffr
As part of the Cybersecurity Vertical at Informa Festivals, you'll manage comprehensive client relationships while providing our premium service experience, ensuring maximum value realization and long-term partnership success.
Responsibilities Client Management
Serve as the primary point of contact for clients from post-sale through event completion
Lead sponsors through the event lifecycle, including onboarding calls, platform demos, and educational webinars
Build positive, trust-based relationships through proactive outreach and consistent client touchpoints, advising them on how to maximize their presence and ROI
Oversee complete customer relationships including onboarding, implementation, adoption, and handoff to sales for rebook
Event Delivery
Manage exhibitor portal (EV2) and provide technical support to ensure current sponsor data
Provide key details on event operations, including deliverables and deadlines
Track all client deliverables using internal systems and ensure timely adoption
Collaborate with event support teams (Content, Marketing, Operations, Registration) to ensure successful program delivery
Manage comprehensive client experience during on-site events, serving as their advocate and primary support
Ensure timely and accurate distribution of event leads and post-event analytics
Conduct post-event reviews and gather feedback to drive continuous improvement
Operational Excellence
Document all client interactions comprehensively in Salesforce with detailed notes and next steps
Maintain accurate reporting of deliverables
Partner with Event Operations to deliver premium service
Collaborate with Sales teams on rebook programs and renewal opportunities
Develop and maintain client success plans with clear objectives and measurable outcomes
Identify and elevate client issues promptly while working toward resolution
Qualifications
2-3 years' experience in Account Management or Customer Support
Experience in B2B events (preferred)
Proficiency with CRM systems, preferably Salesforce
Experience with customer communications via email, webinars, and one-to-one interactions
Proven experience in quality control environments, focusing on accurate delivery, reporting and program reconciliation
Ability to partner with and influence various internal and external stakeholders
Exceptional written and verbal communication skills and presentation abilities
Excellence in cross-departmental collaboration and project management
Strong attention to detail and organizational skills
Proven ability to work independently and lead strategic customer initiatives
Ability to manage multiple client relationships simultaneously while maintaining high service standards
Thrives in fast-paced environments and adapts quickly to changing priorities
Additional Information 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 of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com
Our benefits include
Great community:
a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
Broader impact:
take up to four days per year to volunteer, with charity match funding available too
Career opportunity:
the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
Time out:
15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
Recognition for great work, with global awards and kudos programs
As an international company, the chance to collaborate with teams around the world
The salary range for this role is $60,000 - $70,000 based on experience.
This posting will automatically expire on February 4, 2026.
We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.
If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.
See how Informa handles your personal data when you apply for a job here.
#J-18808-Ljbffr