Client Services Specialist

Job Description

Job Description

Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

This role is based in our Boston, MA Office.

This position serves as a vital customer advocate, proactively managing relationships with attendees, exhibitors, and staff across all events, both in-office and onsite. The role requires effective communication skills to convey information regarding registration processes, exhibitor service requirements, training programs, booth regulations and enforcement, as well as comprehensive event details. The Client Services Specialist is responsible for identifying opportunities for service enhancement, developing new programs, and implementing improved communication methodologies to elevate the customer experience.

Key Accountabilities

• Deliver exceptional customer service by responding to all inquiries within 24 business hours, demonstrating ownership and accountability for resolution.
• Manage multi-channel customer communications including phone calls, voicemail, email, chat, and social media platforms with professional expertise.
• Conduct comprehensive reviews of event websites, ensuring optimal accuracy, functionality, and user experience for both external and internal stakeholders.
• Utilize problem-solving skills to diagnose issues and implement effective solutions that address customer concerns promptly.
• Collaborate with cross-functional teams and vendors to research, identify, and implement innovative service enhancements and process improvements.
• Demonstrate proficiency across multiple registration platforms to complete or create registrations with attention to detail.
• Maintain meticulous tracking of exhibitor schedules through various communication channels, ensuring all stakeholders remain informed.
• Partner with operations teams to develop customer pricing kits and establish competitive pricing structures.
• Lead the development and management of comprehensive exhibitor service kits for assigned events, including exhibitor services, vendor information, and booth regulations.
• Travel to conferences, tradeshows, vendor meetings, and client sites as required (approximately 20% annually).
• Serve as the primary point of on-site contact across different disciplines with particular emphasis on Floor Management responsibilities.
• Perform additional duties as assigned by management, demonstrating flexibility and initiative.

• Associate degree or equivalent experience
• Minimum 1 years of customer service experience, event coordination, or project management of exhibitors required
• Intermediate computer skills required
• Excellent oral and written communication required
• Demonstrated proficiency in multi-channel customer engagement, including email, phone, chat, and in-person interactions
• The pay range for this role is $50,000 - $53,000 depending on experience
• This posting will expire 8/30

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:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• 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

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.

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.