Customer Success Executive (Spanish Speaking)

Customer Success Executive (Spanish Speaking) At Clarion, our people are at the absolute heart of what we do. We’re proud that our core values of PASSION , CARE , IMAGINATION , and TRUST define the way we carry out our work across all of our teams. If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you. The Opportunity: Clarion Events is looking for a proactive, organised and customer-focused Customer Success Executive to join the team on a six-month fixed-term contract, supporting the delivery of ICE and iGB Affiliate 2027 . As part of the Customer Success team, you will play a key role in delivering an exceptional experience for exhibitors, visitors, affiliates and contractors throughout their event journey. You'll support customers throughout their event journey—from initial onboarding and event preparation through to onsite delivery and post-event engagement—ensuring every interaction reflects our commitment to delivering an outstanding customer experience. This role is ideal for someone who enjoys working with people, embraces technology, learns new systems quickly and thrives in a fast-paced environment. You'll work closely with teams across Marketing, Operations, Sales and external technology partners to ensure our customers receive a seamless and high-quality experience before, during and after the event. Key Responsibilities: Customer Support & Customer Success Deliver exceptional customer support across email, telephone, Microsoft Teams, social media and face-to-face interactions Respond to enquiries from exhibitors, visitors, affiliates and contractors accurately, professionally and within agreed service levels. Support Customer Success KPIs including First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT) and overall customer experience metrics. Identify recurring customer issues and recommend improvements to processes, communications and self-service resources. Manage weekly exhibitor updates and stand amendments within the Sponsors & Exhibitor (SpEx) process, ensuring information is accurate and delivered to agreed deadlines. Collaborate closely with Sales, Operations and Marketing teams to resolve customer queries efficiently and deliver a seamless customer experience. Support cross-functional projects focused on improving customer engagement and operational efficiency. Affiliate Approval & Vetting Review affiliate registration applications and assess eligibility against established criteria. Carry out verification checks using websites, social media profiles and supporting documentation. Approve or reject applications in accordance with internal policies while maintaining accurate audit records. Manage customer communications relating to approvals, rejections and escalations professionally and efficiently. Event Technology & Digital Platforms Become a key user of our customer-facing event technology platforms, including the registration system, networking app, exhibitor portal, WhatsApp AI Concierge and other event applications. Act as the first point of contact for customer-facing event technology, working with suppliers to resolve issues quickly and minimise customer disruption. Assist with the setup, testing and ongoing support of event technology platforms (such as Networking App) before and during the event. Help troubleshoot platform issues while ensuring customers receive timely updates and support. Ensure all internal processes meet internal data protection policies Develop a strong understanding of the integration between customer-facing event platforms, identifying issues and escalating appropriately. Customer Communications Draft, review and schedule customer communications using platforms such as Pardot and Freshdesk. Ensure communications are clear, engaging and on brand. Support the delivery of exhibitor and visitor communication plans throughout the event lifecycle. Customer Education & Enablement Support the creation and delivery of exhibitor and visitor webinars. Develop customer education materials to improve the onboarding experience and reduce customer effort, including: FAQs How-to guides Infographics Knowledge Base articles Event preparation guides Webinar Presentations Video walkthroughs Surveys & Customer Feedback Support the creation and distribution of exhibitor and visitor surveys. Assist with onsite feedback collection during the event. Analyse customer insights to support post-event reporting and continuous improvement initiatives. Monitor customer feedback and identify opportunities to improve the customer journey. Onsite Event Support Attend both ICE and iGB Affiliate 2027 and provide frontline customer support by: Managing customer help desks, information points and main features. Participating in Networking events as representing the Customer Success Team. Assisting exhibitors, visitors, affiliates and contractors with enquiries. Supporting networking app adoption and troubleshooting. Managing customer surveys and feedback collection. Assisting with service recovery where required. Working collaboratively with internal teams to ensure an outstanding onsite customer experience. Knowledge, Skills & Behaviours: Essential Experience in Customer Success, Customer Service, Client Services, Event Support or another customer-facing role. Fluent in English and Spanish, with the ability to communicate confidently both verbally and in writing using standard European (Castilian) Spanish. Comfortable supporting international customers across multiple communication channels. Passion for delivering outstanding customer experiences. Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously. Confident communicating with customers via email, phone, live chat, social media and in person. Strong problem-solving skills with a proactive, solutions-focused approach. Highly competent with technology, able to learn new systems quickly and confident navigating multiple digital platforms simultaneously. Experience creating customer-facing communications or support materials. Desirable Previous experience working within exhibitions, conferences or live events. Experience using CRM or customer support platforms such as Freshdesk. Experience with marketing automation platforms such as Pardot. Experience working with networking platforms, registration systems or exhibitor portals. Experience supporting webinars or virtual customer education sessions. About Clarion Events Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. ( https://clarionevents.com/welcome ) Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. ( https://www.blackstone.com/ ) Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count. Our vision is we want every one of our products to be a market leader in customer satisfaction and delight. Benefits 25 days’ holiday plus bank holidays End of year wellbeing shutdown (closed for the last week of the year) Employees on a permanent or fixed-term contract are gifted an extra day of leave that can be used for a celebration of your choosing, e.g. birthday, Eid, Diwali, 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 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 Our Values PASSION We deliver all our events with passion for people, the environment and businesses. We form connections with those who are just as passionate about what they do as we are. We always strive to exceed expectations and celebrate success. We love what we do, and it shows. CARE We care about our people and our products and work tirelessly to achieve lasting connections and satisfaction for ourselves, our customers and the businesses they support. We really get people - everyone is welcome. IMAGINATION Everything is possible. We constantly challenge the status quo and create amazing experiences and opportunities. We take huge satisfaction in solving problems. As open-minded and fun-loving people, the sky is our limit. TRUST We trust our skills, people and partners to deliver extraordinary events our customers have come to rely on. We support everyone around us and always learn through our experiences. We are honest and straight forward. You can always rely on us. Equal Opportunities We encourage employees to be open and confident and recognise that every member of the team makes a vital contribution. Clarion embraces equality, diversity and inclusion and seeks to promote these principles in all of our business activities. When recruiting new employees or providing opportunities for promotion, we will: • Recruit, develop and retain the most talented people, regardless of background, and make the best use of their talents; • Ensure that no person is unlawfully discriminated against; • Select the best person for the role based on their skills, qualifications and abilities. This statement sets out our commitment to equal opportunities and to preventing discrimination in the workplace. Department Gaming Locations Putney HQ Remote status Hybrid Employment type Contract About Clarion Events Clarion Events is the world's largest privately owned event and exhibition organiser, known for our innovative approach, market-leading super brands and digital products. Founded in 1947, we have expanded to become a truly international organisation with offices in 12 countries. With a portfolio of 125 events and media brands across various vertical markets, we employ around 2,000 people worldwide. At Clarion we aim to foster growth for both our clients and partners by delivering exceptional events and platforms while retaining talented employees and nurturing loyal partnerships. We focus on creating long-term value and sustaining leadership in all our sectors. It’s our true passion for customer satisfaction that sets us aside.