Customer Success Analyst

Summary:

 TheCustomerSuccess team works closely with exhibitors, on mostly everything non-sales related, as well as various internal RX departments (including Sales, Marketing, Operations, and other departments)- to ensure that ourcustomers have the best experience at our events as possible. Exhibiting at a trade show can be a complicated process and theCustomerSuccess Associates work to make the process easier and productive forcustomers. We’re looking for someone who enjoys working directly withcustomers to deliver the best possible service in relation to billing inquiries, service requests, suggestions, and complaints. As the main point of contact leading up to the event, this team helps to resolvecustomer inquiries and complaints fairly and effectively. By developing relationships directly withcustomers, the CSAs provide product and service information tocustomers and identify upselling opportunities, passing these to the sales teams, to maintain and increase income streams fromcustomer relationships. The CSAs recommend and implement programs to supportcustomer needs. Responsibilities are within theCustomer Support/Operations Function as a generalist or in a combination of Disciplines.

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 4-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 andcustomer 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 thesuccess of each exhibitor to effectively manage their business goal
• Lead Retrieval- understand features and value delivered by Emperia product both pre and post event

Qualifications:

• Bachelor's degree holder
• At least 1 year of relevant experience
• Experience dealing with various stakeholders in a global perspective
• Experience in voice / non-voice set-up
• Basic skills in using and navigating Salesforce
• Basic skills in using and navigating through the Exhibitor Dashboard
• Basic skills in using and navigating through different show websites
• Basic skills in using and navigating through different Exhibitor Badge Registration systems
• Basic skills in using Microsoft Office applications
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)
• Exhibits core competencies based on CS function
• Skilled in written and spoken communication
• Account Management
• Stakeholder Management
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

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