Customer Success Analyst at Remitly

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Events, Trade ShowsIndustries

Requirements

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

Responsibilities

Acts as the point of contact for all after-sales support (Exhibitor Support)
Increases loyalty of 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 (Exhibitor profile / Matchmaking)
Utilizes Salesforce to lodge activities associated with each exhibitor outreach and properly schedules succeeding touchpoints
Walks exhibitors through navigation of the Exhibitor Manual to get needed information
Provides admin access to address Exhibitor Badge Registration concerns
Identifies opportunities to offer value-added services and digital products (Digital Product Awareness)
Takes ownership of the success of each exhibitor to effectively manage their business goal (Account Management)
Understands features and value delivered by Emperia product both pre and post event (Lead Retrieval)

Skills

Key technologies and capabilities for this role

Customer SuccessSalesforceCustomer SupportExhibitor ManagementOnboardingUpsellingCustomer Relationship ManagementTrade ShowsBilling InquiriesMatchmaking

Questions & Answers

Common questions about this position

What qualifications are required for the Customer Success Analyst role?

Candidates need a Bachelor's degree, at least 1 year of relevant experience, and experience dealing with various stakeholders in a global perspective. Basic skills in Salesforce, Exhibitor Dashboard, show websites, Exhibitor Badge Registration systems, and Microsoft Office are also required.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the Customer Success team focus on?

The team works closely with exhibitors on non-sales related matters and internal departments to ensure the best event experience, handling billing inquiries, service requests, complaints, and identifying upselling opportunities.

What makes a strong candidate for this Customer Success Analyst position?

Strong candidates have a Bachelor's degree, 1+ year of relevant experience, global stakeholder experience, and basic proficiency in Salesforce, exhibitor tools, and Microsoft Office, with a customer-focused mindset for building relationships and driving satisfaction.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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