Customer Success Associate

RELX INC; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

RELX INC is looking for a Customer Success Support professional in Manila to assist Tier 3 faculty, manage inquiries, and coordinate virtual meetings for Customer Success Managers.

The role focuses on responding to requests, maintaining product knowledge, updating training materials, and supporting internal teams with data and reports. A bachelor's degree or two years of college with at least two years of relevant experience is preferred.

Qualifications

• Bachelor's degree or 2 years college completed (no back subjects).
• At least 2 years relevant experience.
• Excellent written and verbal communication; strong presentation skills.
• Familiarity with Microsoft Word, Excel and PowerPoint.
• Familiarity with CRM tools and enterprise AI tools/techniques.

Responsibilities

• Support Tier 3 faculty by handling email and queue requests.
• Respond effectively to inbound inquiries and concerns.
• Coordinate scheduling of virtual meetings for Customer Success Managers.
• Assist Customer Success Managers; update product/process documentation.
• Track customer journeys and monitor product usage for intervention opportunities.
• Identify churn risks and upsell opportunities for the sales team.
• Serve as product expert; keep up-to-date on product offerings.
• Document faculty interactions and market feedback; support training materials.
• Enter data, create spreadsheets, and update presentations/reports.
• Assist stakeholders with internal requests and adhoc tasks.

Skills

Communication

Presentation skills

CRM tools

MS Word/Excel/PowerPoint

Enterprise AI tools

Education

Bachelor's degree or 2 years college

Tools

CRM tools

Microsoft Office

Job description

Manila

Full time

R118939

Accountabilities:

• Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system
• Respond effectively to inbound customer inquiries and concerns
• Coordinate scheduling virtual meetings for Customer Success Managers
• Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation
• Enact established customer journeys
• Monitor product usage to identify intervention opportunities
• Identify churn risks and upsell opportunities for sales team
• Serve as a product expert by staying up to date on product offerings
• Document faculty interactions and market feedback
• Facilitate answering internal product questions
• Assists internal teams with making edits to customer facing product training materials and resources
• Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports
• Look at requests from faculty, answering emails and resolving tasks
• Other adhoc tasks assigned

Corporate Values:

1. Passion For Winning
2. Boundarylessness
3. Customer Focus
4. Innovation
5. Valuing People

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
• Must have at least 2 years relevant experience
• Excellent communicator (both written and verbal), and strong presentation skills
• Knowledgeable in Microsoft Word, Excel and PowerPoint
• Familiarity in different CRM tools
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional for internal applicants:

1. Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.
2. Endorsement from Supervisor and BU stakeholder
3. Completion of Yellow belt Six Sigma online course
4. Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.
5. Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.
6. Monthly KPO consistently hitting or exceeding the target.
7. No Attendance Issue.
8. PDP score should either be 1 or 2 from previous year. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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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.

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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.