Customer Success Executive (Spanish Speaking)

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 ...