Customer Success Specialist - Technology Portfolio

WHO WE ARE:

CloserStill Media run over 80 market leading business exhibitions in the learning healthcare technology and veterinary sectors with events in Asia UK Europe and USA.

Our portfolio includes some of the fastest growing and often awardwinning events including the Singapore Vet Show Cloud Expo Asia Data Centre World eCommerce ExpoLearning Technologies andDevLearn.

We are the envy of the events sector with over 60 major industry awards including The Sunday Times Top 100 Best Companies to work for three years in a row inand 2020!

We have exciting growth plans over the next two to three years and are looking for ambitious and motivated people to join our awardwinning teams.

WHO WE ARE LOOKING FOR:

CloserStill Media (CSM)is seeking a Customer Success Specialistto join our growing team in Singapore.

The Customer Success Specialist (CSS) will be expected to lead the delivery of a superior support program for exhibitors and sponsors with the goal of helping them achieve their objectives. They will drive positive change to improve service levels increase customer satisfaction reduce resolution times and ultimately contribute to increasing revenue growth through a positive customer experience and increased sponsorship sales.

THE ROLE:

• Act as the primary resource for customer questions postsale for Singapore TechWeek including live/virtual events digital offerings and media assets.
• Positively influence the customer experience by supplying exhibitors and sponsors with an effortless experience from POS through end of show.
• Review deadlines and specifications for any sponsorship deliverables or thirdparty orders. (i.e furniture electric WiFi).
• Understand and support customer milestones communicating with internal teams.
• Responsible for customer onboarding including tailored welcome communication tracking deliverables and deadlines to help keep the customer on target with all requirements.
• Develop an aligned communication framework and collaborate with marketing to create and promote educational resources.
• Work with internal departments to create a variety of templates for various exhibitor educational resources including documents videos and webinars.
• Travel onsite to shows to ensure our exhibitors are having a successful show and to be a resource to help solve any problems that arise.
• Build and improve crossteam relationships through improving processes workflows and alignment to ensure we have the best tools offerings educational resources to support our customers.
• Manage customer status communications internally to highlight successes and potential problems before they escalate.
• Facilitate interaction and workflow between project team members (sales marketing operations finance) to ensure deliverables and metrics are delivered on time.
• Drive alignment with renewals sales and sponsorships for both live/virtual events. digital offerings and media products
• The CSS will work closely with the sales team to identify upsell opportunities and to identify renewal risks to successfully manage and resolve issues affecting customers.
• Project manage the entire Sponsorship process while holding Marketing and Operations teams accountable for the tracking ownership and execution of their respective products and deliverables.
• Report on deliverables.

ABOUT YOU:

• 12 years of experience in a corporate customerfacing role.
• BA/BS preferred.
• Skills around persuasion negotiation and consensus building to be influential in the customer journey.
• Familiarity with the postsale and sales life cycle and experience.
• Strong empathy for customers and a desire to contribute toward revenue growth by identifying opportunities for customers through communication.
• Deep understanding of value drivers in recurring revenue business models.
• Superior organizational and project management skills.
• Analytical and processoriented mindset; detailoriented.
• Demonstrated desire for continuous learning and improvement.
• Excellent communication and presentation skills.

DESIRED SKILLS:

• Sales experience.
• Event industry experience.

DIVERSITY AND INCLUSION:

CloserStill Media embrace diversity in all its forms and are committed to continuing to develop a diverse and inclusive environment that encourages collaboration and innovation.

We are an equal opportunity employer. All applicants will be considered for employment based on merit without attention to age ethnicity religion or beliefs sexual orientation gender identity family or parental status or disability status.

WORK LOCATION:

This role is based in Singapore.

PERSONAL DATA CONSENT:

The information you provide in your job application will be used and processed by or on behalf of CSM for purposes related to your registration of interest in current or future employment with CSM and for the processing of your application for employment.

We will collect and use the personal data that you have supplied to facilitate the processing of your application for employment purposes. We will use personal information such as telephone number and/or email address to contact you on job opportunities. Please note that the information you provide may be used by a third party to enable us to process your application. These third parties may be located outside of Singapore to carry out some of the processing and administrative functions for CSM and would be under duty of care to maintain the appropriate levels or security and confidentiality and only use the information as instructed by CSM.

The personal data held by CSM relating to the applicants will be kept strictly confidential. CSM may collect information through other sources for processing and evaluating your application for employment. If your application is successful the information will be used in the administration of your employment. CSM may provide and/or transfer such data whether in Singapore or outside of Singapore to (i) any other departments within CSM or if necessary with Government agencies; (ii) any third party service provider who provides administrative data processing computer or other services to CSM.

As part of assessing your suitability to work with CSM we may use your information to conduct reference checks in accordance with CSMs HR Policy.

If your application is unsuccessful CSM may retain and use the information to deal with any matter which may arise in connection with your application for purposes of contacting you in connection with ongoing recruitment opportunities as well as for data analysis and business purposes. If you do not wish to be considered for positions in CSM other than that you have applied for please write in to

By submitting this job application you consent and agree to your data being used in conjunction with the recruitment and employment purposes at CSM. In order to maximise your opportunities to work with CSM you are encouraged to keep the information provided to us up to date at all times. You are responsible for ensuring that the personal data is correct and true. You also have the option to withdraw your consent anytime.