Customer Success Analyst

relx; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Relx is seeking a Customer Success Associate in Manila to support exhibitors after sales, handle billing inquiries, service requests, and upsell opportunities. You will coordinate with Sales, Marketing, and Operations to ensure a seamless event experience while maintaining strong client relationships.

The role involves handling voice and non-voice support, using Salesforce and exhibitor dashboards, and collaborating across global teams to optimize customer journeys and satisfaction.

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 through different show websites
• Basic skills in using 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

Responsibilities

• 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
• Lead Retrieval- understand features and value delivered by Emperia product both pre and post event

Skills

Communication

Account management

Stakeholder management

Learning agility

Written and spoken communication

Education

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Jabber

Enghouse Touchpoint

Microsoft Office

Job description

Summary

The Customer Success 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 customer s have the best experience at our events as possible. Exhibiting at a trade show can be a complicated process and the Customer Success Associates work to make the process easier and productive for customer s. We're looking for someone who enjoys working directly with customer s 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 customer s, the CSAs provide product and service information to customer s and identify upselling opportunities, passing these to the sales teams, to maintain and increase income streams from customer relationships. The CSAs 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. 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.

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 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

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

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.

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.

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