Job Summary

The Customer Success Team provides direct customer support to exhibitors from the point of sale to post-show lead retrieval. We work with individual exhibitors to help them get the most from our events and are particularly focused on helping them to understand and see the value in our digital and data analysis tools. In doing so, we release the show sales teams to focus on their core tasks of selling. There are also various internal RX departments (including Sales, Marketing, Operations, and other departments) that we liaise with to ensure that our customers have the best experience at our events as possible. Our exhibitor contacts are decision makers so expect to speak with business owners, senior leaders and managers. Exhibiting at a trade show can be a complicated process which is why our Customer Success Coordinators are given designated events to support and work in continuous partnership with our exhibitors over the course of the next 4-6 months pre-show. We’re looking for someone who enjoys working directly with customers. As the main point of contact leading up to the event, the coordinator will guide them through key aspects of their event participation – understanding and using our exhibitor manuals, populating their directory listings, digital products education and adoption and so on - helping them to understand what success looks like and how to achieve it. At the end of each event, we provide a post-show report to each show team, summarizing our exhibitor services and sharing insights gained during our customer liaison in the hopes to solidify our relationship with our customers. By developing relationships directly with customers, the CSCs 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 CSCs 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 kickoffIncreases 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 informationExhibitor 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 goalLead Retrieval- understand features and value delivered by Emperia product both pre and post event

Hard/Technical, Soft Skills and Complimentary Skills

Basic 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

Other Qualifications/Requirements:

Proficient in MandarinMust possess a Bachelor's/College Degree, any fieldAt least 1 year of relevant experienceExperience dealing with various stakeholders in a global perspectiveExperience in voice (outbound) / non-voice set-upCustomer On-boarding / Education

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 1-855-833-5120.

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