Customer Success Analyst I

RELX International; Iloilo; Vor Ort; PHP 270.000 - 400.000; Vollzeit

Benefits dieser Stelle

Country-specific benefits

Zusammenfassung

RELX International seeks a Customer Success Associate to support exhibitors post-sale, ensuring a smooth onboarding and ongoing service. This role handles billing inquiries, service requests, and complaints while identifying upsell opportunities and coordinating with Sales.

The position emphasizes relationship-building with exhibitors and effective cross-functional collaboration across events and internal teams.

Qualifikationen

• Bachelor’s degree required.
• 1 year of relevant experience or more.
• Experience dealing with diverse stakeholders globally.
• Experience in voice or non-voice support environments.
• Basic skills in Salesforce and kiosk/dashboard navigation.
• Proficiency with Microsoft Office applications.
• Strong written and spoken communication skills.
• Familiarity with enterprise AI tools is a plus.

Aufgaben

• Provide after-sales exhibitor support and serve as main contact.
• Improve exhibitor loyalty and repeat bookings.
• Drive engagement through onboarding and kickoff activities.
• Triage inquiries and assist in onboarding to meet timelines.
• Assist in the sales cycle from prospecting to upselling and servicing.
• Guide exhibitors through dashboards and registration systems.
• Utilize Salesforce to log activities and plan follow-ups.
• Explain and promote digital product offerings to exhibitors.
• Own exhibitor success and align with business goals.
• Understand features and value of Emperia products pre- and post-event.

Kenntnisse

Stakeholder management

Written & verbal communication

Global/exhibitor experience

Voice/non-voice support

Salesforce basics

Exhibitor Dashboard basics

Microsoft Office

Jabber/Enghouse basics

Account management

Learning enterprise AI tools

Ausbildung

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Jobbeschreibung

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 offervalue-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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