Customer Support Manager

Provide our domestic customers with outstanding customer service ensuring they maximise their ROI across ITE Connect. Customers include non-paying partners such as trade associations, government, and media, etc, but mostly are domestic exhibitors at our trade shows. Introduce the platform and its capabilities to customers, then support them so they can become self-sufficient in its use. Track customer activity and use these metrics to identify customers who need extra encouragement to engage online. Always be aligned with the core event teams so we speak to the customer with one voice.

Communication

• Conduct an introduction call, preferably via Teams or other video communication, to each customer explaining the platform. Offer appropriate guidance on how to achieve a positive ROI through online promotion
• Be an evangelist for ITE Connect. Pro-actively contact customers according to an agreed schedule to offer encouragement, guidance, tips, and answer questions
• Continuously update your customers with new features and activity and results from other, similar companies, with the intention always being to increase activity on the platform
• Track customer news, websites, and other activity to identify opportunities for online engagement. Encourage and support customers to use these opportunities whether by the posting of content or the hosting of an event. Self-sufficiency is the goal, but it will take time – upload content for them if necessary
• Ensure content is appropriate and fits with ITE Connect guidelines. Take corrective action when this is not the case
• Answer any questions in a quick, friendly, and supportive manner, especially with dis-satisfied customers that rebuilds their confidence in ITE
• Escalate any issues that cannot be contained to your manager and/or relevant Event Director

• Create a diary/checklist of requirements and deadlines to ensure that customers are contacted in a timely manner
• When customers run events on the platform, be the link between the customer and the ITE teams that will support the event, especially in tech and marketing. Ensure all the customer information, branding, speaker bios etc are collected and correct in any ITE marketing

• Meet your customers live at the show, always working in tandem with the core event team. Be prepared to demo the platform live to exhibitors
• Assist the team on-site to ensure wherever you can to ensure a smooth running of the event.

• To carry out various ad hoc duties as necessary.

PERSON SPECIFICATION

Previous experience in a customer focussed role (desirable)

• Good working knowledge of Excel, Word, Outlook
• Excellent communication and organisational skills
• Friendly and unflustered manner. Comfortable on phone and face-to-face.
• Fluent spoken and written English & Russian (Desirable)
• Ability to communicate effectively with people across many different industries and levels of seniority
• Attention to detail
• Commitment to offering excellent customer service
• Strong team player
• Accurate
• Able to juggle several tasks and deliver under pressure
• Flexible and patient
• Ability to work on own initiative
• A high level of self-motivation and the ability to meet demanding targets within tight deadlines