Patrick Shields is a seasoned Customer Success leader with over 7 years of experience managing global teams and driving strategies that boost customer satisfaction and revenue. As Director of Customer Success at Informa, he leads post-sale relationship management and deliverable fulfillment across hybrid trade shows and digital media products. He has transformed customer service operations by implementing a ticketing system that improved support efficiency and resolution times. Patrick also spearheads initiatives in customer community building and strategic communication to unlock upselling opportunities and strengthen client relationships. His leadership has fostered a culture of excellence and continuous improvement in service delivery. He’s played a key role in helping teams adapt to hybrid event models, ensuring alignment with shifting industry needs. Known for his strategic mindset and collaborative approach, Patrick excels in cross-departmental planning and data-driven decision-making. His work has positioned him as a thought leader in Customer Success, particularly within the dynamic landscape of hybrid events and digital media.