Customer Success Advocate I — Adoption & VOC Lead

RELX INC; Iloilo; On-site; PHP 360,000 - 600,000; Full time

Job summary

RELX INC is seeking a Customer Success Advocate I in Iloilo to own customer retention, VOC programs, and account health visibility.

You will synthesize agency feedback into actionable insights, partnering with Product, Client Engagement, Sales, and Implementation teams, and provide leadership with regular visibility into customer needs, adoption drivers, and risks to keep decisions aligned with agency realities.

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: establish clear success outcomes and measurable targets for retention, adoption, and VOC documentation
• Monitor Account Health and Retention Risk: track usage and engagement, identify disengaged accounts, and apply re-engagement rules
• Use Data to Surface Adoption Insights: monitor health/usage indicators and adoption signals to drive proactive customer care
• Lead Voice of Customer Collection and Analysis: obtain structured feedback to inform roadmap and risks
• Strengthen Adoption Through Training and Enablement: coordinate refresher training across LexisNexis Coplogic products
• Support Sales and Growth Through Customer Intelligence: identify trends for stronger customer stories and cross-selling opportunities
• Provide Leadership Visibility and Customer Mapping: create/state visual maps and provide recurring insights to leadership

Skills

Communication

Problem solving

Multi-tasking

Sales process

CRM familiarity

MS Office

AI tools awareness

Empathy

AI adoption

Education

Bachelor's degree

Tools

Salesforce

Job description

RELX INC is seeking a Customer Success Advocate I in Iloilo to own customer retention, VOC programs, and account health visibility.

You will synthesize agency feedback into actionable insights, partnering with Product, Client Engagement, Sales, and Implementation teams, and provide leadership with regular visibility into customer needs, adoption drivers, and risks to keep decisions aligned with agency realities.