Customer Success Analyst I

Job Summary:

The Customer Success Analyst is responsible for delivering exceptional post-sales support and ensuring the successful execution of exhibitor and sponsorship deliverables across RX events.  Acting as the primary point of contact, this role drives exhibitor satisfaction, engagement and retention through proactive communication, on-boarding and personalized account management.

Key Responsibilities:

Managing the full customer journey from prospecting to servicing while ensuring exhibitors are equipped with the tools and knowledge to maximize their event experience.  The role leverages platforms such as Salesforce, Atlas, Eloqua and Smartsheet to track activities, manage sponsorship fulfillment, and generate insightful reports using tools like Google Analytics and PowerBI.

This position also plays a critical role in internal collaboration, aligning sales, marketing and operations to streamline workflows and improve transparency.  With a strong focus on digital product awareness, lead retrieval and value-added services, the manager ensures sponsorship products are delivered smoothly and effectively, enhancing ROI for clients.

Additionally, the role supports day-to-day operations and cross-functional coordination to ensure timely service delivery and a seamless exhibitor experience. Working closely with internal and global stakeholders, the role follows established processes, shares feedback for process enhancements and supports Customer Success activities. The ideal candidate is organized, detail-oriented, tech savvy, and able to work effectively in a collaborative, fast-paced environment.

Accountabilities:

Strengthen Exhibitor Relationships by Simplified Communication

• Provide one consistent point of contact and hands-on support throughout the post-sale process
• Cover all exhibitor needs with proactive communication, timely updates and reliable follow-through to effectively manage their business goal
• Deliver the best possible service in relation to exhibitor success, digital awareness, sponsorship opportunities and event support
• Identify ways to keep clients engaged and interested in future opportunities
• After events follow-up to gather feedback and offer support

Deliver Sponsorship Products Smoothly

• Ensure al sponsorship items are delivered on time and without issues
• Assign a clear point of contact for third-party suppliers, operations and marketing
• Covers all operational components needed to turn sold sponsorship into successful, real-world results 

Improve Internal Team Collaboration

• Create clearer workflows between sales, marketing and operations
• Align on priorities, resolve blockers, and keep everyone informed to reduce miscommunication and improve transparency
• Share updates and client feedback regularly to stay aligned 

Maximize Sponsorship Value

• Help clients understand and fully use their sponsorship benefits
• Look for ways to improve the impact and relevance of each sponsorship product
• Identify opportunities to offer additional sponsorship products that align with each exhibitor’s goals and audience

Reporting

• Standardize reports that deliver clear, accurate and useful information to exhibitors
• Enhance lead retrieval and demonstrate its value

Qualifications:

• Bachelor's degree holder (in any field)
• At least 1 year of relevant experience (Customer Service or Sales preferred)
• Experience in voice (outbound) / non-voice set-up
• Skilled in written and spoken communication
• Basic skills in using Microsoft Office applications
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)
• Experience dealing with various stakeholders in a global perspective
• Basic skills in using and navigating through different show websites
• Experience managing cross functional projects
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Must be in current role for 1 year.
• Must not have received any Disciplinary Action within the past 12 months.
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months.
• Must not have any Attendance and Punctuality issues in the past 12 months.

• Must have a successful or above rating in the last Enabling Performance cycle.

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