Customer Engagement Analyst

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Customer Engagement Analyst to support exhibitors before, during and after events. You will resolve billing inquiries, process service requests, and relay upsell opportunities to the sales teams.

As the main contact for exhibitors, you will build relationships, navigate multiple show websites, and ensure a smooth onboarding, registration, and dashboard maintenance process for global stakeholders.

Qualifications

• Bachelor's degree required.
• At least 1 year of relevant experience.
• Experience with Salesforce and exhibitor tools.
• Strong written and spoken communication skills.
• Ability to manage multiple stakeholders globally.

Responsibilities

• Serve as point of contact for after-sales exhibitor support.
• Increase loyalty and repeat exhibitor bookings.
• Follow the 4-touchpoint flow and participate in event kickoff.
• Onboard exhibitors promptly to improve satisfaction.
• Assist in the sales journey from prospecting to upselling.
• Manage exhibitor profiles and dashboards.
• Use Salesforce to log activities and plan touchpoints.
• Guide exhibitors through registration and badge process.
• Promote digital product awareness and value-added services.
• Own exhibitor success and business goals.
• Understand Emperia features pre- and post-event.

Skills

Written and spoken communication

Account Management

Stakeholder Management

Customer service

Quick learner of AI tools

Education

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Exhibitor Badge Registration systems

Microsoft Office

Jabber

Enghouse Touchpoint

Job description

Summary:

The Customer Engagement team works closely with exhibitors, on mostly everything non-sales related, as well as various internal RX departments (including Sales, Marketing, Operations, and other departments)- to ensure that our customers have the best experience at our events as possible. Exhibiting at a trade show can be a complicated process and the Customer Engagement Analyst work to make the process easier and productive for customers. We’re looking for someone who enjoys working directly with customers to deliver the best possible service in relation to billing inquiries, service requests, suggestions, and complaints. As the main point of contact leading up to the event, this team helps to resolve customer inquiries and complaints fairly and effectively. By developing relationships directly with customers, the CEAs provide product and service information to customers and identify upselling opportunities, passing these to the sales teams, to maintain and increase income streams from customer relationships. The CEAs recommend and implement programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines.

Accountabilities:

• Exhibitor Support – acts as the point of contact for all after-sales support
• Increases loyalty of the exhibitors to be rebookers/repeat exhibitors
• Drives engagement by following the 4-touchpoint flow and attending event kickoff
• Increases exhibitor satisfaction by meeting the on-boarding process in a timely manner
• Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
• Exhibitor profile / Matchmaking - ensures exhibitors complete dashboards and are aware of the value in completing their profile using Atlas
• Salesforce- utilizes Salesforce to lodge activities associated with each exhibitor outreach and properly schedules succeeding touchpoints
• Exhibitor Manual - walks exhibitor though on the navigation of the manual to get needed information
• Exhibitor Badge Registration - admin access to address registration concerns
• Digital Product Awareness - identifies opportunities to offervalue-added services and digital products
• Account Management - takes ownership of the success of each exhibitor to effectively manage their business goal
• Lead Retrieval- understand features and value delivered by Emperia product both pre and post event

Qualifications:

• Bachelor's degree holder
• At least 1 year of relevant experience
• Experience dealing with various stakeholders in a global perspective
• Experience in voice / non-voice set-up
• Basic skills in using and navigating Salesforce
• Basic skills in using and navigating through the Exhibitor Dashboard
• Basic skills in using and navigating through different show websites
• Basic skills in using and navigating through different Exhibitor Badge Registration systems
• Basic skills in using Microsoft Office applications
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)
• Exhibits core competencies based on CS function
• Skilled in written and spoken communication
• Account Management
• Stakeholder Management
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives