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 supportIncreases loyalty of the exhibitors to be rebookers / repeat exhibitorsDrives engagement by following the 4-touchpoint flow and attending event kickoff Increases exhibitor satisfaction by meeting the on-boarding process in a timely mannerAssists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicingExhibitor profile / Matchmaking - ensures exhibitors complete dashboards and are aware of the value in completing their profile using AtlasSalesforce- utilizes SalesForce to lodge activities associated with each exhibitor outreach and properly schedules succeeding touchpointsExhibitor Manual - walks exhibitor though on the navigation of the manual to get needed information Exhibitor Badge Registration - admin access to address registration concernsDigital Product Awareness -  identifies opportunities to offer value-added services and digital productsAccount 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 servicingData 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 demographicsRevenue 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 flowsFacilitation:  The rudiments of an effective facilitator such as attributes and presentation skillsCampaign Management:  Ability to conceptualize, create and execute an effective campaign journey across a variety of platformsWeb Development and Optimization:  Ability to manage, implement, execute optimized content and web framework and analyze digital performanceCreative 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 holderAt least 1 year of relevant experienceExperience dealing with various stakeholders in a global perspectiveExperience in voice / non-voice set-upBasic skills in using and navigating SalesforceBasic skills in using and navigating through the Exhibitor DashboardBasic skills in using and navigating through different show websitesBasic skills in using and navigating through different Exhibitor Badge Registration systemsBasic skills in using Microsoft Office applicationsBasic skills in using telephonic system (Jabber, Enghouse Touchpoint)Exhibits core competencies based on CS functionSkilled in written and spoken communicationAccount ManagementStakeholder Management

LexisNexis, a division of RELX Group, 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 1-855-833-5120.

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