Customer Success Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 350,000 - 520,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

Hammerjack Pty Ltd is seeking a Customer Success Associate to support exhibitors across events and internal teams. You will handle post-sales inquiries, onboarding, and ongoing service requests to ensure a smooth customer journey.

The role emphasizes building relationships with exhibitors, identifying upsell opportunities, and collaborating with Sales and Marketing to increase revenue streams. Strong communication and tech-savvy skills are essential.

Qualifications

• Bachelor's degree completed.
• At least 1 year of relevant experience.
• Experience dealing with stakeholders in a global context.
• Experience in voice/non-voice support.
• Basic Salesforce skills.
• Familiarity with Exhibitor Dashboard and show websites.
• Proficient with Microsoft Office.
• Familiar with Jabber/Enghouse Touchpoint telephony systems.

Responsibilities

• Exhibitor Support – acts as the point of contact for all after-sales support.
• Increases loyalty of exhibitors to rebookers/repeat exhibitors.
• Drives engagement by following the 4-touchpoint flow and event kickoff.
• Meets onboarding process in a timely manner to boost satisfaction.
• Assists in sales process and customer journey from prospecting to upselling.
• Exhibitor profile/matchmaking and dashboards usage awareness.
• Utilizes Salesforce to log activities and schedule touchpoints.
• Guide exhibitors through the Exhibitor Manual and badge registration processes.
• Identify opportunities to upsell value-added services and digital products.
• Owns the success of each exhibitor to help achieve business goals.

Skills

Communication

Stakeholder management

Customer support

Written and spoken communication

Enterprise AI tools (learn quickly)

Education

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Microsoft Office

Jabber/Enghouse Touchpoint

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 customers 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 customers. We're looking for someone who enjoys working directly with customers 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 customers, the CSAs 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 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.

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

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

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