Patrick Shields is a seasoned Customer Success leader with over 7 years of experience managing global teams and driving strategies that improve customer satisfaction and revenue. As Director of Customer Success at Informa, he oversees post-sale relationship management and delivery across hybrid trade shows and digital media products. He has transformed service operations by implementing a ticketing system that improved support efficiency and resolution times. He also leads initiatives in customer community building and strategic communication to unlock upsell opportunities and strengthen client relationships. Patrick has helped teams adapt to hybrid event models, ensuring alignment with evolving industry needs. Known for his strategic, collaborative, and data-driven approach, he works across functions to enhance service delivery and is recognised as a thought leader in Customer Success within hybrid events and digital media.