Account Manager (Customer Success)
Reed Elsevier Shared Services Philippines Inc Manila
Job Description
What You'll Do:
- Exhibitor Support – Serves as the primary point of contact for post-sales support and customer onboarding.
- Customer Retention – Drives exhibitor loyalty and encourages repeat participation through proactive engagement.
- Customer Engagement – Follows a structured touchpoint flow and participates in event kickoffs to build strong relationships.
- Onboarding Management – Ensures timely completion of onboarding processes to enhance exhibitor satisfaction.
- Sales Support – Assists in the customer journey from prospecting to nurturing, closing, upselling, and servicing.
- Profile Optimization – Guides exhibitors in completing dashboards and leveraging matchmaking tools like Atlas.
- CRM Utilization – Logs all customer interactions and schedules follow-ups using Salesforce.
- Resource Navigation – Educates exhibitors on using manuals and digital platforms to access event information.
- Registration Assistance – Provides administrative support for exhibitor badge registration and resolves related issues.
- Digital Product Promotion – Identifies opportunities to introduce value-added services and digital tools.
- Account Ownership – Manages exhibitor success by aligning event participation with business goals.
- Lead Retrieval Support – Explains the features and benefits of lead retrieval tools such as Emperia, pre- and post-event.
What We're Looking For:
- Bachelor's degree.
- 1 year of experience in customer success, account management, or stakeholder coordination
- Background in customer onboarding, education, and support
- Proficient in Salesforce, exhibitor dashboards, registration systems, and Microsoft Office.
- Experience in voice/non-voice support environments
- Skilled in written and verbal communication
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