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 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
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
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Skills Required
- Bachelor's degree
- At least 1 year of relevant experience
- Experience working with various stakeholders in a global environment
- Experience in voice or non-voice customer support environments
- Basic Salesforce skills
- Basic experience using exhibitor dashboards
- Basic experience using show websites
- Basic experience using exhibitor badge registration systems
- Basic Microsoft Office skills
- Basic telephony system skills, including Jabber or Enghouse Touchpoint
- Customer success competencies
- Strong written and verbal communication skills
- Account management skills
- Stakeholder management skills
- Ability to learn and apply enterprise AI tools and technologies
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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