Customer Success Analyst

Customer Success Associate

The Customer Success team works closely with exhibitors, on mostly everything non-sales related, as well as various internal departments (including Sales, Marketing, Operations, and others) 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

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