Customer Success Analyst I

RELX INC; Manila; On-site; PHP 360,000 - 720,000; Full time

Job summary

RELX INC in Manila is seeking a Customer Success Executive to support exhibitors and optimize their event experience. You will be the primary contact for post-event support, onboarding, and ensuring exhibitor goals are met.

Responsibilities include guiding the customer journey from prospecting to closing, managing profiles, and logging activities in Salesforce. Strong communication and MS Office skills are essential.

Qualifications

• Bachelor's degree required.
• 1+ year of relevant experience.
• Strong written and spoken communication skills.
• Proficiency in Microsoft Office applications.
• Experience with voice/outbound calls.
• Familiarity with telephonic systems (Jabber, Enghouse Touchpoint).
• Experience collaborating with diverse stakeholders globally.
• Ability to navigate different show websites and platforms.
• Willingness to learn and apply enterprise AI tools and technologies.

Responsibilities

• Provide after-sales exhibitor support and onboarding.
• Nurture exhibitor relationships to encourage repeat bookings.
• Guide the exhibitor journey from prospecting to closing and upselling.
• Manage exhibitor profiles and dashboards for value realization.
• Log activities in Salesforce and schedule the next touchpoints.
• Assist with exhibitor badge registration and onboarding processes.
• Identify opportunities to offer value-added digital services.
• Own exhibitor success and align with business goals.

Skills

Exhibitor relations

Communication skills

Sales support

Microsoft Office

Voice outbound

Telephony systems

Stakeholder mgmt

Show websites

AI tools

Education

Bachelor's degree

Tools

Jabber

Enghouse Touchpoint

Salesforce

CRM software

Job description

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 5-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

Core Competencies

• Selling: Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
• Data and Analytics Management: Ability to understand, analyze, gather and organize data in an account management tool or database and marries the results gathered and tasks accomplished with industry-specific trends and demographics
• Revenue Risk Management: Anticipates risks that may impact revenue and customer experience through a systematic review and account health check. Addresses future and on-going issues through effective use of available resources and decision flows
• Facilitation: The rudiments of an effective facilitator such as attributes and presentation skills
• Campaign Management: Ability to conceptualize, create and execute an effective campaign journey across a variety of platforms
• Web Development and Optimization: Ability to manage, implement, execute optimized content and web framework and analyze digital performance
• Creative Design: Ability to conceptualize, create, design, execute, evaluate and communicate effective visual communication plan and visual collaterals to address and satisfy business and organizational needs through marketing efforts :

Qualifications

• Bachelor's degree holder
• At least 1 year of relevant experience
• Skilled in written and spoken communication
• Basic skills in using Microsoft Office applications
• Experience in voice (outbound) / non-voice set-up
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)
• Experience dealing with various stakeholders in a global perspective
• Basic skills in using and navigating through different show websites
• 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.

Manila

Full time

R117858

The Customer Success team works closely with exhibitors and collaborates with various internal RX departments (including Sales, Marketing, Operations, etc) to ensure that our customers have the best experience at our events as possible.

Exhibiting can be a complicated process and the Customer Success Executives work to make the process easier and productive for customers. They work directly with customers to deliver the best possible service in relation to exhibitor success, digital awareness, event support for exhibitor and opportunities to offer value added service.