Customer Success Analyst I

RELX INC; Iloilo; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking a Customer Success Associate in Iloilo to support exhibitors after sale, handle billing inquiries, service requests, and complaints, and ensure a smooth event experience. The role collaborates with global teams and uses Salesforce basics to manage exhibitor journeys.

You will help onboard exhibitors, identify upsell opportunities, and maintain strong relationships to enhance overall customer value and loyalty.

Qualifications

• Bachelor's degree holder or higher.
• At least 1 year of relevant experience.
• Experience dealing with diverse stakeholders globally.
• Experience with voice/non-voice support setups.
• Basic Salesforce navigation.
• Basic Exhibitor Dashboard navigation.
• Proficiency with show websites and badge registration systems.
• Proficient in Microsoft Office.
• Good written and spoken communication.
• Strong stakeholder management.

Responsibilities

• Exhibitor Support – main post-sale contact for after-sales support.
• Drive exhibitor loyalty and repeat participation.
• Engage exhibitors through the event kickoff and follow-up touchpoints.
• Onboard exhibitors in a timely manner to satisfy onboarding process.
• Support the sales process from prospecting to upselling and servicing.
• Manage exhibitor profiles and dashboards, ensuring completion of required fields.
• Log activities in Salesforce and schedule follow-ups.
• Guide exhibitors through the registration and badge processes.
• Promote value-added services and digital products to exhibitors.
• Own the success of each exhibitor to meet business goals.

Skills

Bachelor's degree holder

Communication skills

Stakeholder management

Account management

Written and spoken communication

Education

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Jabber/Enghouse

Exhibitor Badge Registration systems

Microsoft Office

Job description

Iloilo

Full time

R118751

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.

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 know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

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.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.