Customer Success Analyst

Reed Elsevier Philippines; Iloilo City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading global information provider in Iloilo City is seeking a Customer Success Coordinator to enhance exhibitor satisfaction and drive loyalty. This role involves direct support, managing exhibitor profiles, and identifying upselling opportunities while collaborating with various internal teams. Candidates should have a Bachelor's degree and at least 1 year of relevant experience in customer support, showcasing strong communication and account management skills.

Qualifications

• 1 year of relevant experience in customer support operations.
• Experience dealing with various stakeholders globally.
• Skills in written and spoken communication.

Responsibilities

• Act as the point of contact for all after-sales support.
• Drive engagement and increase exhibitor satisfaction.
• Identify opportunities for upselling to exhibitors.

Skills

Selling

Data and Analytics Management

Revenue Risk Management

Facilitation

Campaign Management

Education

Bachelor's/College Degree

Tools

Salesforce

Microsoft Office applications

Job description

Job Description Summary

The Customer Success Team provides direct customer support to exhibitors from the point of sale to post-show lead retrieval. We work with individual exhibitors to help them get the most from our events and are particularly focused on helping them to understand and see the value in our digital and data analysis tools. In doing so, we release the show sales teams to focus on their core tasks of selling. There are also various internal RX departments (including Sales, Marketing, Operations, and other departments) that we liaise with to ensure that our customers have the best experience at our events as possible. Our exhibitor contacts are decision makers so expect to speak with business owners, senior leaders and managers. Exhibiting at a trade show can be a complicated process which is why our Customer Success Coordinators are given designated events to support and work in continuous partnership with our exhibitors over the course of the next 4-6 months pre-show. We’re looking for someone who enjoys working directly with customers. As the main point of contact leading up to the event, the coordinator will guide them through key aspects of their event participation – understanding and using our exhibitor manuals, populating their directory listings, digital products education and adoption and so on - helping them to understand what success looks like and how to achieve it. At the end of each event, we provide a post-show report to each show team, summarizing our exhibitor services and sharing insights gained during our customer liaison in the hopes to solidify our relationship with our customers. By developing relationships directly with customers, the CSCs 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 CSCs 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 through 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 offer value-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

Job Specification

Core Competencies

1. Selling: Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
2. Data and Analytics Management: Ability to understand, analyze, gather and organize data in an account management tool or database and marries the results gathered and tasks accomplished with industry-specific trends and demographics
3. Revenue Risk Management: Anticipates risks that may impact revenue and customer experience through a systematic review and account health check. Addresses future and on-going issues through effective use of available resources and decision flows
4. Facilitation: The rudiments of an effective facilitator such as attributes and presentation skills
5. Campaign Management: Ability to conceptualize, create and execute an effective campaign journey across a variety of platforms

Hard/Technical, Soft Skills and Complimentary Skills

• 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

Other Qualifications/Requirements

• Must possess at least a Bachelor's/College Degree, any field
• At least 1 year of relevant experience
• Experience dealing with various stakeholders in a global perspective
• Experience in voice (outbound) / non-voice set-up
• Customer On-boarding / Education