Customer Success Associate

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

Reed Elsevier Shared Services (Philippines) Inc Company is seeking an experienced Customer Success Associate to support Tier 3 faculty inquiries, manage email queues, and coordinate virtual meetings for Customer Success Managers.

You will monitor product usage, identify churn risks and upsell opportunities, and stay updated on product offerings while documenting interactions and market feedback for internal teams.

Qualifications

• Requires bachelor's degree or 2 years college with no back subjects/incomplete units.
• At least 2 years of relevant experience.
• Excellent written and verbal communication with strong presentation skills.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Familiarity with CRM tools and enterprise AI tools/technologies.

Responsibilities

• Support Tier 3 by responding to faculty emails in a queue-based system.
• Respond effectively to inbound customer inquiries and concerns.
• Coordinate scheduling virtual meetings for Customer Success Managers.
• Assist Customer Success Managers with initiatives, tasks, and updating documentation.
• Monitor product usage to identify intervention opportunities and upsell signals.
• Document faculty interactions and market feedback; maintain training materials.

Skills

Communication

Presentation skills

MS Office

CRM tools

AI tools

Education

Bachelor's degree or 2 years college

Tools

MS Office (Word, Excel, PowerPoint)

CRM software

Job description

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 Managers 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

• Passion For Winning
• Boundarylessness
• Customer Focus
• Innovation
• 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

• Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.
• Endorsement from Supervisor and BU stakeholder
• Completion of Yellow belt Six Sigma online course
• Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.
• Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.
• Monthly KPO consistently hitting or exceeding the target.
• No Attendance Issue.
• 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.

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.

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.

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.