Customer Success Executive - Spanish Speaker - (JR101168)

2 days ago

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Clarion Events

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Clarion is one of the world’s leading events organisers, we produce and deliver innovative and market-leading events.

501 - 1000

Description

• Understand Clarion Gaming strategic goals and how the customer success strategy, objectives, and tasks support delivery and goals. • Contribute insights and ideas to develop improved processes, the customer experiences strategy and desired customer journey. • Use the voice of the customers through surveys that measure, compare and benchmark the consumer experience, building on the feedback. • Build exceptionally strong relationships with clients and understand their business models to ensure they meet their KPIs. • Provide expert guidance, training, and support to enable customers to maximize their participation to the show. • Lead on customer support communications, chat bot interactions, and tracking conversions. • Collaborate with the sales, operations, content and marketing functions to enhance the customer experience across all touchpoints. • Providing daily support to customers and onsite support to facilitate with registration, app issues, floor navigation and ad hoc tasks. • Drive continuous improvements in customer satisfaction metrics and attendee retention through improved response times, professional support, and fast resolutions. • Execute seamless customer onboarding and continuously contribute to improving the onboarding experience.

Requirements

• Active listener who is personable and is invested in the customer’s success. • Excellent communication, interpersonal and written skills both in Spanish and English. • Autonomous worker with an ownership mindset who is action-oriented, organized, and able to work to deadlines. • Increase customer satisfaction through a customer experience programme (Net Promoter Score) to obtain metrics. • A passion for self-development and a commitment to ongoing learning. • Experience in using Freshdesk or a similar CRM is advantageous. • Bilingual – Spanish and English speaker (native or professional level).

Benefits

• 25 days’ holiday plus bank holidays • End of year wellbeing shutdown (closed for the last week of the year) • Celebration day off (e.g. birthday, Diwali, Eid, etc) • Summer Hours in August (3pm finish on Fridays) • Helping Our World (HOW) Days – one paid day per quarter to carry out charity work • Pension Scheme • Private Medical Insurance • Health Cash Plan • Wellbeing Library (MYNDUP) • Mentoring Programme • Subsidised Café • Season Ticket Loan • Cycle to Work Schemes • Free on-site gym and shower facilities • Free eyesight tests • Free flu vaccination – offered on site once a year for all employees