Customer Engagement Analyst I

LexisNexis Risk Solutions; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

LexisNexis Risk Solutions in Manila seeks a Customer Engagement Analyst I to support subscription renewals and customer satisfaction.

You will contact customers twice a year, assess renewal likelihood, flag blockers, and report findings to the Sales team. Proficiency with Salesforce and strong communication are essential.

Qualifications

• Bachelor’s degree or 2 years of college completed without back subjects or incomplete units.
• Excellent communication skills are essential.
• Proven experience in outbound calls and professional email correspondence.
• Proficient in utilizing Salesforce for CRM and sales operations.
• Background in sales is preferred; strong customer service is required.
• Demonstrated account management experience and ability to learn AI tools.

Responsibilities

• Contact customers twice during their yearly subscription.
• Help Sales gauge renewal likelihood and identify blockers.
• Provide thorough reports on risk rating and renewal prospects.
• Flag contacts to Account Manager as needed and submit timely reports.
• Meet or exceed monthly contacted leads targets.
• Create varied email and voicemail templates to improve outreach.
• Manage time zones and maintain appropriate pacing for calls.

Skills

Excellent communication skills

Proven outbound calls experience

Professional business email

Salesforce CRM proficiency

Sales background preferred

Strong customer service

Account management experience

Ability to learn enterprise AI tools

Education

Bachelor’s degree or 2 years college equivalent

Tools

Salesforce

Job description

## Customer Engagement Analyst IApplylocations: Manilatime type: Full timeposted on: Posted 8 Days Agojob requisition id: R115740The Customer Engagement Analyst is responsible for contacting customers twice during their yearly subscription to Elsevier products. The Customer Engagement Analyst shall help the Sales team gauge their total hold of their jurisdictions in terms of risk rating, need for follow-ups, assess the customer’s chances of renewal and solve any blockers, if necessary, by providing a thorough and descriptive report. This role requires someone to be sensitive and familiar with tones that denotes sarcasm or commendation whether via email or phone calls. The Customer Engagement Analyst is expected to uncover ongoing and potential challenges by flagging the point of contact or Account Manager, as necessary. Submit reports on a timely basis as prescribed. The Customer Engagement Analyst should hit or exceed the required number of contacted leads per month. One must be creative and diligent in creating a variety of email and voicemail templates. This role should also be adept with time zones and must have a good sense of timing when making calls.**Qualifications:*** Bachelor’s degree or has completed 2 years level in College without back subjects or incomplete units* Excellent communication skills* Proven experience in conducting outbound calls* Skilled in handling professional business email correspondence* Proficient in utilizing Salesforce for CRM and sales operations* Background in sales is preferred* Strong customer service experience* Demonstrated experience in account management* Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.**We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click** **here** **to access benefits specific to your location.**We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **here****.**Please read our Candidate Privacy Policy.We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.