Customer Success Associate

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Metro Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work setup (home + onsite)

24 annual PTOs

HMO coverage from day 1

Life and accident insurance

Merit increases & commission plan

Flexible retirement plan

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a CSA I to handle foundational customer success tasks across Tier 1–3 accounts.

You will manage internal requests, schedule meetings, process orders and course enrollments, and maintain data accuracy in Salesforce and internal systems. The role supports proactive outreach, documents processes, and serves as a single point of contact for internal and external clients, ensuring alignment across functions and solutions.

Qualifications

• Bachelor's degree or 2 years college with no incomplete subjects.
• At least 2 years in email management, customer service, order processing, or collections.
• Excellent written and verbal communication; strong presentation skills.
• Proficient in Word, Excel and PowerPoint.
• Familiar with CRM tools such as Salesforce.
• Willing to work night shift or flexible schedule.
• Ability to learn enterprise AI tools to support workflows and business objectives.

Responsibilities

• Handle Salesforce queues, process Compass/LR forms, and record activities in internal systems.
• Maintain daily account and customer maintenance, including Tier 3 emails and outreach.
• Ensure data integrity across reporting systems for key metrics tracking.
• Support initiatives such as customer journey enhancements, account maintenance, and usage monitoring.
• Coordinate and schedule meetings for Customer Success Managers; back-office support for sales team.
• Collaborate with onshore/offshore teams (IT, HR, Finance) to improve processes and efficiency.
• Document and maintain operations workflows, flyers, desk copies, coding, access, enrollments, and other processes.
• Contribute to process improvements and provide guidance on tasks aligned with objectives.
• Perform other duties as assigned.

Skills

Communication

Presentation skills

Learning agility

Night shift

Education

Bachelor's degree or 2 years college

Tools

Salesforce

Microsoft Excel

PowerPoint

Microsoft Word

Job description

CSA I handles foundational customer success tasks across Tier 1–3 accounts. Responsibilities include managing internal requests, scheduling meetings, processing orders and course enrollments, and maintaining data accuracy. They oversee Salesforce tasks, LR and Compass form processes, and support proactive customer outreach. The role also includes assisting with sales information management through email, phone, and virtual meetings. The Coordinator serves as a single point of contact for internal and external clients, ensuring alignment across functions, procedures, and solutions.

Accountabilities:

• 1. Support sales and services operations by completing assigned tasks and cases in Salesforce queues, processing Compass/LR forms, and recording account-related activities in internal systems.
• 2. Manage daily account and customer maintenance, including Tier 3 customer email responses, faculty reach outs (planned/requested), and miscellaneous requests.
• 3. Ensure data integrity and quality across reporting systems to provide accurate and consistent information for key metrics tracking.
• 4. Support and implement team initiatives such as customer journey enhancements, account maintenance, and product usage monitoring.
• 5. Coordinate and schedule meetings for Customer Success Managers (CSMs) and provide back-office support to the sales team as needed.
• 6. Collaborate with sales, service, and enabling functions (onshore/offshore stakeholders, IT, HR, Finance, etc.) to improve processes, procedures, and overall efficiency.
• 7. Document and maintain relevant operations process workflows, flyers, desk copies, coding, access, course enrollment, and other operational processes.
• 8. Proactively contribute to process improvements, provide guidance on tasks, and execute responsibilities aligned with organizational objectives.
• 9. Perform other duties as assigned.

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; email management, customer service, ticket and order processing, OR collections
• Excellent communicator (both written and verbal), and strong presentation skills
• Knowledgeable in Microsoft Word, Excel and PowerPoint
• Familiarity in different CRM tools like Salesforce
• Amenable to work on a night shift or flexible schedule
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Why join us?

• Experience the perfect blend of work-life balance with our hybrid setup: work from home with occasional onsite visits (4-6 times a month)
• 24 annual PTOs
• Abundant learning and development opportunities
• HMO coverage from day 1 (for you and up to 4 dependents)
• Life and accident insurance for employees from day 1
• Competitive compensation package with annual merit increases, and commission plan
• Flexible Retirement Plan