Overview of the Customer Success team and responsibilities
The ⭐Customer Success team⭐ is responsible for ensuring the success of our clients and attendees by creating and managing successful one-to-one meeting arrangements, upselling and enabling renewal of sponsorships and memberships, improving the rate of event feedback submission, and becoming a trusted source of information for key customer groups.
👥Meet the team👥 - click here to visit our virtual Department Guide & put a face to the name!
In terms of organisational structure, Customer Success falls under Central Services and is directed by Lydia Millett, Senior Director Operations & HR from an Operational perspective, and Hayley Simpson from a Commercial perspective. You can view our company structure charts (by Brands/Marketing/Central Services) by visiting the General folder on Hub site (General - documents - OG Org & Brand Charts).
⭐What we work on⭐
Partnering
- Successful 1-2-1 execution
- Aim to deliver an improved experience year on year
- Ensure all necessary information is collected from attendees and sponsors
- Develop and execute upsell strategies to increase sponsorship value
- Work with sales teams to create viable renewal handoff and opportunity
Event/Customer Feedback
- Improve the rate of event feedback
- Implement improvements in feedback process
- Generate post-event reports from each round of surveys
- Collect, analayse and present feedback data to the directors
- Identify groups of detractors, passive and advocates to follow up with
Relationship Management
- Build and maintain positive relationships with sponsors, members, and attendees
- Confirming VIP delegate group attendance
- Identify areas where handoff/customer service can be improved
- Understand attendee needs and concerns and become a trusted first point of contact
- Regularly update clients on event details inc 1-2-1’s and feedback
- Work with the sales team to identify upsell opportunities