Customer Success Analyst I

Relx Plc; Iloilo City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Relx Plc's Customer Success team partners with exhibitors and internal departments to ensure a smooth experience at events. The Customer Success Associates handle billing inquiries, service requests, and complaints, acting as the main contact before and during events to resolve issues and nurture relationships.

As a generalist in Customer Support/Operations, you will build relationships, recommend programs, and identify upsell opportunities, while coordinating with Sales for revenue growth and

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 Salesforce.
• Basic skills in Exhibitor Dashboard and show websites.
• Basic skills in Microsoft Office applications.
• Basic skills in telephonic systems (Jabber, Enghouse Touchpoint).
• Strong written and spoken communication; stakeholder management.
• Ability to quickly learn and apply enterprise AI tools and technologies.

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 through 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.

Skills

Customer service

Stakeholder management

Communication

Salesforce basics

Office software

Education

Bachelor's degree

Tools

Salesforce

Exhibitor Dashboard

Microsoft Office

Jabber Enghouse Touchpoint

Exhibitor Badge Registration systems

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 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.