Job Summary:
The Customer Success team works closely with exhibitors and collaborates with various internal RX departments (including Sales, Marketing, Operations, etc) to ensure that our customers have the best experience at our events as possible.
Exhibiting can be a complicated process and the Customer Success Executives work to make the process easier and productive for customers. They work directly with customers to deliver the best possible service in relation to exhibitor success, digital awareness, event support for exhibitor and opportunities to offer value added service.
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
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 the success of each exhibitor to effectively manage their business goal
Lead Retrieval- understand features and value delivered by Emperia product both pre and post event
Other Qualifications/Requirements:
Bachelor's degree holder
At least 1 year of relevant experience
Experience dealing with various stakeholders in a global perspective
Experience in voice (outbound) / non-voice set-up
Customer Onboarding/Education
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
LexisNexis, a division of RELX, is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-
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