Job Summary:
The Customer Success 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 our customers have the best experience at our events as possible. Exhibiting at a trade show can be a complicated process and the Customer Success Associates work to make the process easier and productive for customers. We're looking for someone who enjoys working directly with customers 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 resolve customer inquiries and complaints fairly and effectively. By developing relationships directly with customers, the CSAs provide product and service information to customers and identify upselling opportunities, passing these to the sales teams, to maintain and increase income streams from customer relationships. The CSAs recommend and implement programs to support customer needs. Responsibilities are within the Customer 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 and customer 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 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
Core Competencies
Selling: Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
Data and Analytics Management: Ability to understand, analyze, gather and organize data in an account management tool or database and marries the results gathered and tasks accomplished with industry-specific trends and demographics
Revenue Risk Management: Anticipates risks that may impact revenue and customer experience through a systematic review and account health check. Addresses future and on-going issues through effective use of available resources and decision flows
Facilitation: The rudiments of an effective facilitator such as attributes and presentation skills
Campaign Management: Ability to conceptualize, create and execute an effective campaign journey across a variety of platforms
Web Development and Optimization: Ability to manage, implement, execute optimized content and web framework and analyze digital performance
Creative Design: Ability to conceptualize, create, design, execute, evaluate and communicate effective visual communication plan and visual collaterals to address and satisfy business and organizational needs through marketing efforts
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
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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