Customer Success Associate
At a glance
Entry-level Customer Success role at RELX. Manila · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Respond to faculty emails and queued requests, resolving their questions and concerns
- Arrange virtual appointments for Customer Success Managers and help move their initiatives and tasks forward
- Follow established customer journeys, review product use, and flag potential churn or sales opportunities
- Keep faculty interaction records current, capture market feedback, and answer colleagues’ product questions
- Update customer training materials and internal documentation, and prepare data, spreadsheets, presentations, or reports
What you bring
- A bachelor’s degree, or at least two completed years of college with no outstanding or incomplete coursework
- At least two years of relevant work experience
- Strong written and spoken communication, plus presentation ability
- Working knowledge of Word, Excel, and PowerPoint, with familiarity using CRM systems
Who this fits
This junior role suits someone comfortable handling faculty support requests, tracking product engagement, and assisting Customer Success Managers. It is based in Manila, Philippines.
From the employer
Accountabilities:
- Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system
- Respond effectively to inbound customer inquiries and concerns
- Coordinate scheduling virtual meetings for Customer Success Managers
- Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation
- Enact established customer journeys
- Monitor product usage to identify intervention opportunities
- Identify churn risks and upsell opportunities for sales team
- Serve as a product expert by staying up to date on product offerings
- Document faculty interactions and market feedback
- Facilitate answering internal product questions
- Assists internal teams with making edits to customer facing product training materials and resources
- Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports
- Look at requests from faculty, answering emails and resolving tasks
- Other adhoc tasks assigned
Corporate Values:
1. Passion For Winning
2. Boundarylessness
3. Customer Focus
4. Innovation
5. Valuing People
Qualifications:
- Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
- Must have at least 2 years relevant experience
- Excellent communicator (both written and verbal), and strong presentation skills
- Knowledgeable in Microsoft Word, Excel and PowerPoint
- Familiarity in different CRM tools
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Additional for internal applicants:
1. Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.
2. Endorsement from Supervisor and BU stakeholder
3. Completion of Yellow belt Six Sigma online course
4. Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.
5. Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.
6. Monthly KPO consistently hitting or exceeding the target.
7. No Attendance Issue.
8. PDP score should either be 1 or 2 from previous year.






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