Customer Success Analyst I

Reed Elsevier Shared Services (Philippines) Inc Company; Iloilo; Presencial; PHP 391.000 - 614.000; Jornada completa

Descripción de la vacante

RELX is seeking a Customer Success Associate to support exhibitors and internal teams in Iloilo City. You will handle billing inquiries, service requests, and onboardings, driving satisfaction and growth within exhibitor relationships.

You will engage across Sales, Marketing, Operations and other departments to resolve inquiries, identify upsell opportunities, and ensure a smooth customer journey from prospecting to post-event follow-up.

Formación

• Bachelor's degree required or equivalent.
• At least 1 year of relevant experience.
• Experience dealing with stakeholders globally.
• Experience in voice/non-voice setups.
• Basic skills in Salesforce
• Basic skills in Exhibitor Dashboard and badge systems.
• Basic skills in Microsoft Office and telephonic systems.
• Strong written and spoken communication.
• Account management and stakeholder management.
• Ability to learn enterprise AI tools quickly.

Responsabilidades

• Exhibitor Support – point of contact for after-sales support.
• Increase loyalty and rebookers among exhibitors.
• Drive engagement via the 4-touchpoint flow and event kickoff.
• Ensure timely onboarding and exhibitor satisfaction.
• Assist in sales process and customer journey from prospecting to upselling.
• Manage exhibitor profiles and dashboards; schedule touchpoints.
• Guide exhibitors through registration, dashboards, and show portals.
• Identify value-added digital product opportunities.
• Own exhibitor success and business goals.

Conocimientos

Customer success

Stakeholder management

Account management

Communication

AI tools learning

Multitasking

Educación

Bachelor's degree

Herramientas

Salesforce

Exhibitor Dashboard

Exhibitor Badge Registration

Microsoft Office

Jabber

Enghouse Touchpoint

Descripción del empleo

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.

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
• 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 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. USA Job Seekers: EEO Know Your Rights.

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.