Senior Customer Success Executive

This role is based in our Amsterdam, NL Office

As a Senior Customer Success Executive at Informa Markets, you’ll play a vital role in helping our clients achieve their business goals. Acting as a trusted advisor and champion, you’ll ensure their success with our platform. Your focus will be on maximizing client satisfaction, driving product adoption, and building long-term relationships. You’ll also collaborate with other teams to enhance our product offering.

This role is part of the Food Content & Digital Team and reports to the Digital Brand Manager. Our collaborative team includes project managers, content editors, digital marketing specialists, digital executives, and content marketing specialists. As we grow our products and services, our team will expand further.

The main product that you will be working on is our directory  Ingredients Network & Finished Products Network. It is a comprehensive product listing and supplier network backed by the world's leading industry events.

What You’ll Do

Onboarding, Training, and Account Management

• Lead onboarding sessions for new clients, ensuring they feel confident and comfortable using the platform.
• Provide ongoing training and support to help clients get the most out of our platform.
• Create and maintain onboarding materials, such as how-to guides and videos, and develop a knowledge base for customers.
• Communicate daily with customers to resolve technical issues and provide support.
• Build strong relationships with premium clients and agencies, becoming their go-to contact.
• Proactively identify and address client needs to ensure their satisfaction and success.
• Conduct regular check-ins and reviews to assess client progress and uncover opportunities for improvement.
• Drive product adoption and usage, helping clients unlock the full potential of our platform.

Collaboration with Teams and Partners

• Work closely with the product development team to identify client needs and opportunities, including profile development.
• Share client feedback with the product development team to inform roadmap improvements and feature updates.
• Collaborate with marketing teams and copywriters to improve client engagement and utilization strategies.
• Partner with other customer success colleagues to implement and share best practices.

Data Analysis and Reporting

• Track key metrics related to client usage and satisfaction.
• Analyze data to identify areas for improvement and growth opportunities.
• Prepare regular reports and presentations to highlight client success and demonstrate the value of our platform.

Key Responsibilities

• Proactively reach out to customers via phone, email, and LinkedIn, while also responding to incoming queries daily.
• Develop hands-on expertise with platform systems and processes related to delivering services, packages, and products.
• Clearly explain product benefits to customers and provide tailored recommendations to improve their return on investment.
• Become a Subject Matter Expert for platform features and their benefits, answering questions from the wider team.
• Identify and implement best practices to improve customer success.
• Contribute to strategies that enhance product offerings and customer satisfaction.
• Act as a product ambassador, both internally and externally.

Qualifications

What We’re Looking For

• At least 3 years of experience in customer success, service, account management, or systems support.
• Excellent English language skills – both verbal and written. Proficiency in additional languages is highly desirable.
• Proven ability to build strong, trust-based relationships with clients.
• Experience with backend CMS and database systems, with the ability to work across multiple systems.
• A strong affinity for digital products and services.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Passion for technology and its ability to drive business outcomes.
• Attention to detail, high accuracy, and strong organizational skills to balance and prioritize projects effectively.
• A willingness to embrace and act on continuous performance feedback.

This role is an opportunity to make a real impact, helping clients succeed while contributing to the growth of our innovative digital products. If you’re passionate about customer success and thrive in a collaborative environment, we’d love to hear from you!

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

• 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 4 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: 24 days annual leave, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• Get three for one: A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Stay well: Use FiscFree to purchase a gym subscription or a new bike with tax benefits.
•  Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, fully-funded disability insurance, access to health apps and more
• Monthly commuting and travel costs and reimbursed based on your distance between your home and the office.
• Recognition for great work, with global awards and kudos programmes
• 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. 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.

About the Company

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-tobe-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.