Customer Success Analyst I

relx; Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

RELX in Manila is seeking a Customer Success Executive to partner with exhibitors, guiding them from onboarding through renewal and upsell across our event platforms. You will own the exhibitor journey, ensure smooth onboarding, provide ongoing support, and collaborate with Sales, Marketing and Operations to maximize value for customers and the company.

Strong communication, problem-solving, and data-driven thinking are essential as you manage profiles, dashboards, and touchpoints to drive

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.
• 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 5-touchpoint flow and attending event kickoff
• Increases exhibitor satisfaction by meeting the onboarding 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 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

Skills

Communication

MS Office

Voice outbound

Telephonic system

Global stakeholders

Show websites

AI tools familiarity

Written and spoken communication

Education

Bachelor's degree

Tools

Jabber

Enghouse Touchpoint

Job description

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.

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.

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