Customer Success Executive (Spanish Speaking

Position: Customer Success Executive (Spanish Speaking)
Location: St. Albans

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, Whats App 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…