Customer Success & Adoption Specialist I

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX in Manila is seeking a Customer Success Advocate I to own customer retention, VOC initiatives, and account health visibility for Coplogic services used by agencies. You will synthesize feedback, collaborate with Product, Client Engagement, Sales, and Implementation teams, and provide leadership with regular updates on needs, adoption drivers, and risks.

This role emphasizes data-driven coaching, training enablement, and proactive engagement to turn insights into actions, protect revenue,

Qualifications

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
• 2-3 years relevant experience in customer support and management, retention etc.
• Strong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly manner
• Excellent problem-solving skills with a proactive approach to resolving customer issues
• Ability to handle multiple inquiries and prioritize tasks effectively
• Ability to handle standard sales processes with confidence and attention to detail
• Familiarity with CRM systems or customer support platforms (e.g. Salesforce)
• Proficient in MS tools and applications (PowerPoint, Excel, Teams etc.)
• Familiarity with AI tools and applications (MS Copilot, etc.) to support business objectives
• A customer-first mindset, with a high level of empathy and patience
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Responsibilities

• Define Customer Success Outcomes Up Front with clear targets and review cadence
• Monitor Account Health and Retention Risk for current customers and intervene as needed
• Use Data to Surface Adoption Insights via Power BI and Coplogic products
• Lead Voice of Customer collection through surveys, calls, and meetings
• Strengthen Adoption Through Training and Enablement across Coplogic products
• Support Sales and Growth Through Customer Intelligence and cross-selling opportunities
• Provide Leadership Visibility and Customer Mapping with state-wide customer views

Skills

Strong communication skills

Problem-solving

Multitasking and prioritization

Customer-first mindset

Learning enterprise AI tools

Education

Bachelor's degree

Tools

Salesforce

PowerPoint

Excel

Teams

MS Copilot

Job description

RELX in Manila is seeking a Customer Success Advocate I to own customer retention, VOC initiatives, and account health visibility for Coplogic services used by agencies. You will synthesize feedback, collaborate with Product, Client Engagement, Sales, and Implementation teams, and provide leadership with regular updates on needs, adoption drivers, and risks.

This role emphasizes data-driven coaching, training enablement, and proactive engagement to turn insights into actions, protect revenue,