Customer Success Analyst

About the role

The Customer Success Analyst will work closely with exhibitors and internal teams to ensure a smooth and rewarding experience at our trade shows. You will act as the primary point of contact before, during and after events, handling inquiries, resolving issues and identifying opportunities to add value.

Key responsibilities

• 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
• Ensures exhibitors complete dashboards and are aware of the value in completing their profile using Atlas
• Utilizes Salesforce to log activities and schedule touchpoints
• Walks exhibitors through the manual to get needed information
• Admin access to address registration concerns for exhibitor badge registration
• Identifies opportunities to offer value‑added services and digital products
• Owns the success of each exhibitor to manage their business goals
• Understands features and value delivered by Emperia product both pre and post event

Required profile

• 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

Required skills

• Basic skills in using and navigating Salesforce
• Basic skills in using and navigating the Exhibitor Dashboard
• Basic skills in using and navigating different show websites
• Basic skills in using and navigating Exhibitor Badge Registration systems
• Basic skills in Microsoft Office applications
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)