This role is based in our New York, NY Office.We're looking for a Customer Success Specialist to join our team, as part of our Sales function at Money20/20.
As a Customer Success Specialist you will support the sales team, ensuring that the customer journey is frictionless and optimized for customer success at our annual trade show in Las Vegas, NV, which draws over 11,000 attendees and thousands of companies from across the Fintech ecosystem.  This role is critical to ensuring our clients have an excellent experience from start to finish with our world-class event and plan to return year after year.Client onboarding and education:Guide new exhibitors through the tradeshow process, ensuring they understand how to maximize their presence at the eventSend onboarding emails, conduct onboarding calls, and lead app demos to increase customer understanding of available resourcesProvide important information on booth shipping and timelines, including any associated timelines and/or costsDeliver backend support to maintain accurate and current sponsor information within our networking platformField and resolve customer questions and inquiriesRelationship building and managementCultivate positive, trust-based relationships with exhibitors and sponsorsDeliver proactive communication and conduct regular check-ins to make sure customers have the information they need to be successful at the showServe as primary point of contact for new customers for all event needs, to build confidence from the customer that they have direct access to someone who’s looking out for their best interests and who can help resolve any issues they may encounterEnsuring customer success:Actively monitor sponsor progress and identify potential issues and areas for improvementEnsure that customer needs are met and organize and share customer feedback with internal teams; liaise with operations, marketing, cx, content, and other teams to ensure that customers are receiving the latest information regarding the show and its policies, procedures, and processesProvide post-show reporting, focusing on badge scan, booth visitation, and meeting reportsRetention and Growth:Ensure positive relationships with customers extends through the show and that handoffs to the retention sales team is carefully managedIdentify upsell and cross-sell opportunities and communicate to the sales teamAnalyze customer data and feedback 
