Job Summary

Facilitates a smooth customer on-boarding process, ensuring an easy product introduction. Supports and manages the post-sales customer lifecycle (on-going assistance, customer renewals, up- and cross-selling) to maintain customer loyalty and satisfaction. Tracks customer's product use to ensure the customer is continuously engaged with the product and maximizing its potential. May train customers on how to optimize their use of the product. Performs routine assignments in the entry level to a professional job progression. Requires a college or university degree or the equivalent work experience that provides exposure to fundamental theories, principles, and concepts. Receives instruction, guidance, and direction from others.

Accountabilities

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.

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.

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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