Customer Success Analyst

RELX; Quezon City; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Country-specific benefits included

Job summary

RELX in Manila is seeking a Customer Success Associate to be the main contact for exhibitors, handling billing inquiries, service requests, and post‑show follow‑ups, ensuring a smooth event experience.

You will work across Sales, Marketing, Operations and other teams, using Salesforce and exhibitor dashboards to resolve issues, identify upsell opportunities, and support onboarding and ongoing engagement.

Qualifications

• Bachelor's degree holder.
• At least 1 year of relevant experience.
• Experience dealing with stakeholders in a global perspective.
• Experience in voice / non-voice setup.
• Basic skills in using and navigating Salesforce.
• Basic skills in using and navigating Exhibitor Dashboard / systems.
• Proficiency with Microsoft Office applications.
• Strong written and spoken communication.
• Account management and stakeholder management skills.
• Ability to quickly learn and apply enterprise AI tools and technologies.

Responsibilities

• Act as the point of contact for after-sales exhibitor support.
• Increase exhibitor loyalty and encourage repeat business.
• Drive engagement through the event kickoff and follow-up flows.
• Ensure timely onboarding and improve exhibitor satisfaction.
• Support the sales journey from prospecting to upselling and servicing.
• Manage exhibitor profiles and dashboards in Atlas.
• Log activities in Salesforce and schedule follow-ups.
• Guide exhibitors through manuals and badge registration systems.
• Identify opportunities to upsell digital products and services.
• Own the success of each exhibitor and align with business goals.
• Explain features and value of Emperia products pre- and post-event.

Skills

Stakeholder management

Account management

Written and verbal communication

Ability to learn AI tools

Salesforce basics

Education

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Exhibitor Badge Registration systems

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 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.

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 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

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