Customer Success Associate: Drive Adoption & Retention

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

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.