Customer Success Specialist

Informa
Philadelphia
Workplace: HybridFull timeUSD 29.12+ hourlyFunction: Customer Support (Service Desk)Skills: ["Ownership","Problem-solving","Communication","Attention to detail","Teamwork"]

Own customer relationships for assigned strategic accounts by serving as the primary customer service contact and trusted advisor. Manage customer accounts end-to-end—handling queries to resolution, monitoring risks, and performing regular check-ins and reviews with commercial colleagues. Process orders, invoices, quotes, returns, and claims within SLA, and troubleshoot product/service issues using policies, KPIs, and customer-first training. Use SAP and Salesforce to manage contacts and workflow while supporting team and departmental goals.

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FursaFursa
Informa
Informa
2 days ago

Customer Success Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own customer relationships for assigned strategic accounts by serving as the primary customer service contact and trusted advisor. Manage customer accounts end-to-end—handling queries to resolution, monitoring risks, and performing regular check-ins and reviews with commercial colleagues. Process orders, invoices, quotes, returns, and claims within SLA, and troubleshoot product/service issues using policies, KPIs, and customer-first training. Use SAP and Salesforce to manage contacts and workflow while supporting team and departmental goals.
Location: Philadelphia
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Serve as the primary customer service contact for assigned strategic accounts, building and maintaining customer relationships.
  • •Manage and monitor customer accounts by proactively addressing concerns and conducting regular check-ins and account reviews with commercial colleagues.
  • •Resolve customer queries through to resolution aligned with policies, procedures, KPIs, and customer-first training to improve satisfaction and first-time resolution.
  • •Process orders, invoices, quotes, returns, and claims within SLA and QA standards, escalating issues to team leaders/managers when appropriate.
  • •Troubleshoot product/service problems by clarifying issues, identifying root causes, recommending solutions, expediting corrections/adjustments, and following up to ensure resolution.

Pay and Benefits

Salary: USD 29.12 hourly
Perks:Health InsuranceVisionDental401kPaid LeaveParental LeaveSick DaysVolunteer Days

Key Requirements

  • •2+ years of experience in customer service, customer success, or a related role.
  • •Proven track record of meeting or exceeding customer satisfaction goals.
  • •Intermediate knowledge of SAP and Salesforce.
  • •Experience with Microsoft Office, including intermediate Excel knowledge.
  • •Ability to answer process and product-related customer questions clearly and accurately.
Skills:OwnershipProblem-solvingCommunicationAttention to detailTeamwork
Languages:English (UK)
Tech Stack:Microsoft OfficeExcelSAPSalesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Informa
Global business-to-business information services group operating events, academic and professional publishing, and data & analytics businesses serving specialist markets worldwide.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1998
WebsiteLinkedIn